Administrative Officer

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.

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.

What you will do 

• Demonstrate and build on strong telephony, digital and face to face communication skills with a diverse range of customers.
• 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. 

As a DWP Administrative Officer, you will

• 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.
• Have effective communication skills – take personal responsibility for providing outstanding customer service.
• Be willing to learn – you will receive high-quality, tailored training in DWP’s digital systems, policies, and procedures.
• Be adaptable – have a positive and flexible attitude, able to be proactive and problem solve.
• Have good attention to detail.