As part of the Counter Fraud, Compliance and Debt Directorate (CFCD) 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.

We have varied, exciting and challenging roles available within CFCD. Our aim is to help and protect those most vulnerable in our society, drive down the level of fraud, error and debt within the benefit system, and to protect the public purse.

As a DWP Administrative Officer your primary role will be handling contact from customers effectively and efficiently, providing a high standard of service by telephone, face to face and via correspondence.

You will be at the heart of our front-line operations, assisting our customers by providing a high quality, empathetic service. As part of a supportive team, you will be listening to customers and agreeing suitable solutions - you’ll be able to make a real difference.

If you want to join somewhere that recognises the importance of work-life balance, where you can learn new skills and progress your career, then DWP is the place for you.

Job description

What you will do

On appointment, successful candidates must be able to support customers, building strong connections, while also using telephony and digital channels to meet the needs of both customers and your team.

Take ownership and work effectively with colleagues across the service.

Build positive relationships with customers that encourage, motivate and build trust by demonstrating empathy and compassion.

Handle sensitive and challenging situations with all customers in a positive way.

Dealing effectively and professionally with enquiries from customers and organisations.

Communicating clearly and concisely, respecting diversity at all times.

Tailor your approach to accommodate individual circumstances and ensure customers receive the correct payment amount, at the right time.

Be aware of DWP policy and its impact on cases.

Make decisions by examining the available facts and giving explanations to customers as required.

Ensuring information and data is recorded accurately and that case records are up to date.

Take ownership of personal development by accessing digital learning and communications tools.

Person specification

To be successful in this role you will need to be able to demonstrate the following Key Criteria

Be competent in delivering a quality service to a diverse customer base.

Demonstrate effective communication skills treating colleagues and customers with respect and taking personal responsibility for customer service.

Possess the ability to work both autonomously and as part of a team to achieve goals. Pre-empt or proactively address any potential issues that may arise, displaying integrity and support for others.

Be able to work flexibly to meet changing priorities, managing a varied workload.

Be able to confidently tailor the service to meet the needs of the individual.

Have good attention to detail.

Act on feedback to enhance quality of service delivery.

Take ownership of complaints and support their resolution.

Be able to provide support where appropriate to customers who require assistance.

Able to comply with policy and procedures, take responsibility for security and data storage, use all relevant digital platforms and build personal capability where necessary. Undertake learning to meet requirements of the role and enhance your digital confidence.

Be able to work effectively both alone and within a team – treat colleagues with respect, display integrity, support others and act as a positive role model.