DWP Administrative Officer

Department for Work and Pensions (DWP); Greater London; On-site; GBP 29,000; Full time

Job summary

An established industry player is looking for dedicated individuals to join their Operational Delivery team. This role focuses on providing exceptional customer service to a diverse group of claimants, helping them navigate complex benefits processes. You'll have the opportunity to enhance your skills in a supportive environment, with flexible working patterns and a comprehensive benefits package that promotes work-life balance. This is a chance to make a real difference in the community while advancing your career in a dynamic and inclusive workplace.

Benefits

Flexible working hours

Generous annual leave

Employee Assistance Programme

Cycle to work scheme

Interest-free season ticket loans

Funded learning and development

Family friendly policies

Health and wellbeing support

Qualifications

• Ability to provide excellent customer service to diverse claimants.
• Manage self-serve learning and enhance digital confidence.

Responsibilities

• Provide coaching support to claimants and help them manage their claims.
• Build trust-based relationships with claimants and handle sensitive situations.

Skills

Customer Service

Communication Skills

Digital Confidence

Problem Solving

Job description

£28,576

Pay £28,576 plus 28.97% employer pension contributions, flexible hours, and great work life balance.

Are you good at helping others? Are you a good communicator?

Do you want to gain or improve your skills and experience in Customer Service and Administration?

If so, we would like to hear from you.

You’ll be part of DWP’s Operational Delivery team, at the heart of front-line operations. Our Jobcentre teams help change lives and make a difference in our communities by supporting over 20 million DWP users.

Job Description

Key responsibilities will include:

• Provide excellent customer service using your communication skills to help a diverse range of claimants, some with very complex needs.
• Encourage those claimants accessing UC to apply online and maintain their claims independently online where possible.

• Support to claimants claiming benefits, helping them to take ownership and responsibility for their claim and to prepare for how their benefit might change in the future.

• Provide coaching support to claimants, and directing them to an appropriate provider if necessary.

• Build positive, trust-based relationships with claimants that encourage and motivate.

• Handle sensitive and challenging situations with claimants.

• Identify the right ways to best support UC claimants, and refer to their work coach where appropriate.

• Confidently use digital services, and coach claimants to use digital job search methods i.e. job search websites, email, CV uploads and social media.

Your Role (Person Specification)

• Provide a quality service to a diverse claimant base.

• Manage self-serve learning to meet requirements of the role and enhance your digital confidence.

• Work flexibly to meet changing priorities, managing a diverse workload.

• Confidently tailor the service you provide to meet the needs of the individual.

• Use feedback to enhance the quality of the service you provide.

• Take ownership of complaints and support their resolution.

• Provide support where appropriate to claimants who require assistance.

Details. Wages. Perks.

Location: You'll join us in our brilliant DWP location of London.

Pay: We offer competitive pay of £28,576.

Alongside your salary of £28,576 the Department for Work and Pensions contributes £8,278 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.

DWP have a broad benefits package built around your work-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

CLICK APPLY for more information and to start your application.