Job summary

Are you looking to enhance or gain experience in both Customer Service and Administration?

Are you an excellent communicator who enjoys helping customers?

If so, we would like to hear from you.

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. As the UK s biggest public service department, it administers the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers.

We are looking for successful applicants who are well suited and committed to providing high levels of customer service.

Counter Fraud, Compliance and Debt (CFCD) is at the heart of DWP s front line operations helping to change people lives. As an Administrator, 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 ll be listening to customers and keeping them informed - you ll be able to make a real difference.

Job description

Key Tasks Include :

• Working as part of a team to support and improve the delivery of excellent customer service, quality and performance.
• Undertaking telephone calls and face to face conversations with customers to collect information and to ensure correctness and accuracy of data held.
• Utilising different IT platforms to support the activity and the accurate recording of information. Keeping case records accurate and up to date, ensuring all actions taken have been recorded on the appropriate IT systems.
• Issuing enquiries as directed, and ensuring responses are received where appropriate, within agreed timescales taking the appropriate follow up action.
• Ensuring all relevant information is collated for forward action as directed by Team Leader.
• Understanding and achieving personal productivity expectations and ensure standard processes and guidance is adhered to all times.
• Ensuring awareness and compliance of all aspects of security and data protection are adhered to.
• Communicating clearly and concisely to a wide range of customers, respecting diversity at all times, whilst taking personal responsibility for their experience of our service.
• Complying with all relevant policy and procedure regarding DWP Standards of Behaviour.

Person specification

What we are looking for :

• Ability to comply with policy and procedures. Understand responsibility to security and data storage procedures. Ability to utilise all digital platforms and building personal capability where necessary.
• Work collaboratively, effectively within a team.
• Demonstrate effective communication skills treating colleagues and staff with respect and taking personal responsibility for customer service.
• Ability to work diligently to achieve a minimum expected performance as directed by the Team Leader.
• Have a desire to showcase public service at its best.
• Demonstrate a positive and flexible attitude in order to achieve outcomes in a fast-changing environment.
• Display integrity and support for others, acting as a positive role model for team and colleagues.
• Possess the ability to work both autonomously and as part of a team to achieve goals, pre-empting or proactively addressing any potential issues that may arise.
• Have a willingness to learn how to deliver a DWP service using digital methods. Consistently communicate well to inspire others to achieve results.

Behaviours

We'll assess you against these behaviours during the selection process :

• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing
• Delivering at Pace

Benefits

With great benefits including :

Generous annual leave 23days on entry, increasing up to 30 days over time (pro rata for part time employees), plus bank holidays and one day of leave for the King s Birthday.

The exact number of days of annual leave will be determined by any current years of service.

• Competitive maternity, paternity and parental leave we also recognise the importance of a good work-life balance and offer flexible working and a family friendly approach to work.
• Training and apprenticeships and up to 5 days personal development & learning allowance.
• Flexible / hybrid working.
• Employee discount schemes.
• Free wellbeing support.
• Opportunities to make a real difference through joining forums, initiatives & charities.
• Interest free travel loans.
• Vodafone advantage discount scheme.
• HASSRA - DWP colleagues will have the opportunity to join HASSRA, a vibrant and successful organisation that provides a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).

It also has an important part to play in helping us achieve a healthy work-life balance and wellbeing in the workplace.

Highly sought-after civil service pension - your pension is a valuable part of your total reward package where : The employer makes a significant contribution to the cost of your contributions come out of your salary before any tax is taken.

This means, if you pay tax, your take-home pay will not be reduced by the full amount of your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you more information, visit

Location

12 Woodstock Street, Kilmarnock, KA1 2DF.

Applicants should apply for suitable posts where they can travel to and from their home office location daily within a reasonable time.

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.

Hybrid Working

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home.

This is a voluntary, non-contractual arrangement and your office will be your contractual place of work. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account.

If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.