Dwp ao administrative officer

Details Reference number 323560 Salary £24,273 - £24,273 Job grade Administrative Officer Contract type Permanent Business area DWP - Work and Health Services - Universal Credit Type of role Operational Delivery Working pattern Flexible working, Full-time, Job share, Part-time Number of jobs available 16 Contents Location About the job Benefits Things you need to know Apply and further information Location Stockport About the job Job summary Are you looking to enhance or gain experience in both Customer Service and Administration? Do you enjoy helping others? If so, we would like to hear from you. As part of the DWP Operational Delivery you will be at the heart of DWP’s front line operations helping to change people lives in our communities from around the 20 million plus customer base. Job description Demonstrate strong telephony and digital communication skills with a diverse range of claimants. Take ownership and manage cases by engaging across DWP to progress claimants in preparation for their journey towards work. Tailor the claimant journey and ensure claimants receive the correct payment amount, at the right time. Build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy and compassion. Handle sensitive and challenging situations with all claimants in a positive way. Be aware of labour market policy and its impact on claimant’s conditionality requirements. Make decisions by examining the available facts and giving explanations to claimants as required. Take ownership of personal development by accessing digital learning and communications tools. Work effectively with colleagues across the service. Person specification To be successful in this role you will need: Be competent in delivering a quality service to a diverse claimant base. Undertake self-serve learning to meet requirements of the role and enhance your digital confidence. Ability to work flexibly to meet changing priorities, managing a diverse workload. Be able to confidently tailor the service to meet the needs of the individual. Act on feedback to enhance quality of service delivery. Take ownership of complaints and supports their resolution. Be able to provide support where appropriate to claimants who require assistance. Behaviours We ll assess you against these behaviours during the selection process: Managing a Quality Service Communicating and Influencing Making Effective Decisions We only ask for evidence of these behaviours on your application form: Managing a Quality Service Benefits Learning and development tailored to your role An environment with flexible working options A culture encouraging inclusion and diversity A Civil Service pension with an average employer contribution of 27% Things you need to know Selection process details This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours. As part of the application process you will be asked to complete a Customer Service Skills Test and a 250 word statement on the lead behaviour - Managing a Quality Service. Stage 1 – Complete eligibility section of the application form Stage 2 – If eligible, you will be invited to complete The Customer Service Skills Test After submission of the first stage of your application you will be invited to complete a Customer Service Skills Test. If you successfully pass the test, you will be invited to complete the final stage of the application. Please complete the online tests as soon as possible (within 24-48 hours is recommended), If you fail to complete the online test before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website. Stage 3 – If you successfully pass the test, you will be invited to complete your application using one behaviour which will comprise of 250 words on Level 1 Managing a Quality Service. The closing date for all the completed application stages 1,2 and 3 is 23:55 on 20th November 2023. An initial sift will be held, although if there are a low number of applications we may go straight to interview. Please note that these dates are only indicative at this stage and could be subject to change. Sift period: 21/11/23 to 24/11/23 Week commencing 04/12/23 interviews commence. Interviews will take place in Stockport Service Centre. Candidates are asked to note the above timetable, whilst exercising flexibility through the recruitment and selection process. The selection process will assess candidates’ behaviours. Strong candidates will be able to present evidence of these behaviours: Managing a Quality Service Communicating and Influencing Making Effective Decisions. Candidates will be advised of interview outcome once all interviews have taken place. Further Information Find out more about Working for DWP A reserve list may be held for a period of 6 months from which further appointments can be made. Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk If successful and transferring from another Government Department a criminal record check may be carried out. In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading. New entrants are expected to join on the minimum of the pay band. Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government. DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract. Important If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them. Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms conditions of employment, e.g. mobility, pay, allowances. Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP s terms conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. The Civil Service values honesty and integrity and expects all candidates to abide by these principles. Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action. Reasonable Adjustment At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce. We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia. If you need a change to be made so that you can make your application, you should:Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs. Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional. If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the Contact point for applicants section Feedback will only be provided if you attend an interview or assessment. Security Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks. Nationality requirements This job is broadly open to the following groups: UK nationals nationals of the Republic of Ireland nationals of Commonwealth countries who have the right to work in the UK nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window) nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS) individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020 Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service Further information on nationality requirements (opens in a new window) Working for the Civil Service The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission s recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria. The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy. Apply and further information This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative. The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window). Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records. Contact point for applicants Job contact : Name : [email protected] Email : [email protected] Recruitment team Email : [email protected] Further information Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: [email protected]. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.