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Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
DWP is looking to fill 25 roles in the Retirement Servicesdirectorate.
The roles available will be based in either Dundee or Motherwell Pension Centres. You will be asked to note your location preference when making your application.
These are key roles for people who have a positive attitude, a desire for public service and want to make a difference, helping to change people’s lives in our communities from around 20 million plus customer base.
We welcome applications from candidates who can actively seek to resolve customer queries at the first point of contact where possible and use your brilliant communication skills to handle sometimes complex yet rewarding conversations.
Job description
What you will do;
Demonstrate and build on strong telephony and digital communication skills with a diverse range of customers and claimants.
Take ownership and work effectively with colleagues across the service.
Tailor your approach to accommodate individual circumstances and ensure customers and claimants receive the correct payment amount, at the right time.
Build positive relationships with customers and claimants that encourage, motivate and build trust by demonstrating empathy and compassion.
Handle sensitive and challenging situations with all customers and claimants in a positive way.
Be aware of DWP policy and its impact on cases.
Make decisions by examining the available facts and giving explanations to customers and claimants as required.
Take ownership of personal development by accessing digital learning and communications tools.
Person specification
Key Criteria for the Role:
To be successful in this role you will need to;
Competently use the telephone as this is the primary means of customer contact through a combination of inbound and outbound calls; prior telephony/Contact Centre experience is desirable but not essential.
Be competent in delivering a quality service to a diverse customer and claimant base.
Undertake self-serve learning to meet requirements of the role and enhance your digital confidence.
Be able 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 support their resolution.
Be able to provide support where appropriate to customers and 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
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%
Location
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.
Things you need to know
Selection process details
Some need-to-know information.
It is important that you take time to read the Candidate Pack which can be found at the bottom of this job advert. This gives details of working patterns, training and terms and conditions of employment as well as giving further information on what to include in your application.
Stages for applying
There are 5 stages to the application process:
Stage 1 – Complete the eligibility section of the application form.
Stage 2 - If eligible, you will be invited to complete The 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), the closing date for the tests is 23:55 on 8 April 2024. 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 a personal statement of 250 words.
Further details around what this will entail are listed on the application form.
Personal Statement
When completing your personal statement, please read and understand the Key Criteria on slide 8 of the candidate pack thoroughly, as this is what your written evidence will be assessed against. Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several key criteria. You may not be able to meet all the key criteria, but please ensure you evidence: the key personal requirements and what have you done that relates to the requirements. You don’t have to explain the whole process, just what you have done and the skills and experience you have used. Share with us what makes you suited to this role and why, what you can do and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role.
The closing date for applications is 23:55 on 8 April 2024. If you fail to complete any of the 3 stages above before this deadline your application will be withdrawn.
Stage 4 – The sift:
The sift is scheduled to commence week commencing 8 April 2024.
Depending on the volume of applications received we may by-pass the sift process and invite all candidates who complete the first 3 stages of their application by the deadline to an interview.
Stage 5 - The interview process:
The interview will last approximately 30 to 40 minutes. Further details regarding the process are available in the candidate pack.
Interviews are scheduled take place week commencing 22 April 2024.
Please note that the proposed sift and interview dates are only indicative at this stage and may be subject to change.
Further Information
Find out more about Working for DWP
A reserve list may be held for a period of 3 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 Scotland 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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk
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 DWPRecruitment.grs@cabinetoffice.gov.uk 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
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
Working for the Civil Service
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).
Apply and further information
Contact point for applicants
Job contact :
Recruitment team
Further information
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.
