Length of employment: 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. DWP have a broad benefits package built around your work-life balance which includes: Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours. Generous annual leave - at least 23 days on entry, increasing up to 30 days over time (pro-rata for part time employees), plus 9 days public and privilege leave. Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme. Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly). Family friendly policies including enhanced maternity and shared parental leave pay after 1 year's continuous service. Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes. An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women's Network, National Race Network, National Disability Network (THRIVE) and many more. 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. Webinar event We will be holding a webinar event to let you know more about these roles.This will take place on the following date: Wednesday 4th June at 11am-12noon - 407825 AO Interventions Home Counties Please follow the link to register for the session. Those who attend may be contacted following the event for evaluation purposes to improve our service. Stage 1 - Application Form Please complete the first stage short application form. Stage 2 - Test After submitting your application, you will be sent an invitation 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), the closing date for the tests is23:55 on 10th June 2025 .If you fail to complete the test before the deadline, your application will be withdrawn. Guidance will be available when you are invited to take the test. The tests are administered online and accessed via the Civil Service Jobs website. Online tests - Our online test supplier will be performing scheduled maintenance between4:00pm and 7:00pm on Saturday 31 May and Sunday 1 June - early evening. There will be up to 1 hour during this time where candidates will not be able to access tests. All online tests will be affected. Impact for candidates - Candidates who are taking a test when the downtime starts will have their test paused. They will be able to pick up where they left off after the downtime. They can do this by accessing the test again from their application centre. Candidates will not be able to launch new tests during the downtime. IMPORTANT :After the test deadline, we will look at all applicant scores to decide what the job's pass mark will be. We will consider the impact on protected groups and the number of invitations to the next stage. We may decide to raise the pass mark for the job - if so, you will be informed, and you will be told if you have passed or failed at the raised standard. Meeting the minimum test requirements for a job level is no guarantee of an invite to continue the selection process. Depending on the volume of applications, we may choose to progress all candidates who meet the required score at the test stage, straight to interview without conducting a sift. For this reason, the timeline post-test is subject to change depending on the approach we take. Stage 3 - Written Application and Sift As part of the application process, you will be asked to complete a personal statement detailing the relevant skills and experience you can bring to the role. In no more than 250 words, please carefully consider the statement below. You should address this when constructing your personal statement. You should also consider both the job description and person specification details above when providing your evidence. Tell us how you have communicated confidently, giving direction to others, handling challenging situations. Your personal statement needs to set out evidence of how your experience meets the requirements set out above. Your layout is entirely your preference; you may choose narrative, bullets, etc. One narrative example may cover the requirements needed. You don't have to explain the whole process, just what you have done and the skills and experience you have used. Further details around what this will entail are listed on the application form. If you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in. We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read our DWP AI Candidate Guide on how to make the best use of GenAI while ensuring your application remains authentic and effective. If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all DCS candidates who meet the minimum standard. However, we may only progress those candidates who best meet the required standards. Please note the closing date for your full application is 23:55 on 10/06/2025 The sift is scheduled to be held from 11/06/2025 to 07/07/2025.These dates may be subject to change. Stage 4 - Interview If you pass the test and written application sift with the required score you will be invited to a blended interview and will receive an electronic notification to your Civil Service Jobs account. The interviews will be conducted face to face at one or more of the locations listed in the Candidate Pack (slide 2), however candidates may be expected to travel to an alternative location as required. If you require any reasonable adjustments to attend a face-to-face interview, please ensure you state those on your application form when asked to do so. Interviews are scheduled to take place from 28/07/2025, please note that these dates are only indicative at this stage and could be subject to change. Interviews will be scheduled Monday to Friday, between 09:00 to 17:00. Communications will be electronic and/or by telephone therefore it is important that you check your Civil Service Jobs account regularly, as well as your spam/junk email folder. Telephone calls may show as a withheld number, it is important that you answer so that your interview can be confirmed. Preparing for the Interview The interview will take between 30 - 40 minutes and will consist of behaviour and strength-based questions. A blended interview aims to be more of a conversation offering a more inclusive approach.The behaviour and strength-based questioning explores what you, the candidate, can and have done, but also your potential. Behaviours You will be assessed against the Civil Service Behaviours listed at level 1. An example of a behavioural question would be "Tell me about a time when you have had to deal with a difficult customer." It may help to use one or more examples of a piece of work you have completed or a situation you have been in and use the WHO or STAR model to explain: WHO - W hatit was? H owyou approached the work/situation? What the O utcomeswere, what did youachieve? or STAR - What was the S ituation? What were the T asks? What A ctiondid you take? What were the R esults of your actions? Strengths It is difficult to prepare for strength type questions. However, you can think through your answers, focus on your achievements and aspects you enjoy and decide how these can be applied in the organisation and role.While strengths questions are shorter and we do not expect a full STAR response, the panel is interested in your first reaction to the question and information or reasoning to support this. If you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in. If you withdraw your application at any stage, it will not be progressed any further. Stage 5 - Offer Once all interviews have been completed, you will be notified of the outcome by email. Offers will be made in strict merit order to the highest scoring candidate first based on your location preferences and the geographical requirements of the business.Dependent on your position on the merit list, if none of your location preferences remain at the point we make a job offer, we may offer you a role at an alternative advertised location. If we are unable to offer you a role in any of your preferred locations, and you are unable to accept a role at an alternative advertised location, we will add you to the reserve list if one is being held. The successful candidate(s) will be notified of a start date following successful security checks, which is likely to be during October 2025. Please note: If you are offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances*. If we make an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list. *Note: exceptional circumstances could be when a candidate has requested a contractual part time working pattern and this pattern cannot be accommodated in the initial role offered, or in cases of serious ill health. Important information VISA Please note that these vacancies are not currently eligible for Visa Sponsorship on the Skilled Worker route, even if relying on tradeable points (including the new entrant tradeable points option) as they do not satisfy the minimum salary hourly rate requirement. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role. Candidate pack It is important that you take time to read the candidate pack which can be found at the bottom of this job advert.This provides further information about the role and working in DWP. Location Please see slide 2 in the candidate pack for list of possible locations.You should only apply for suitable posts where you can travel to and from your 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. Hybrid working will not commence until any training and consolidation period has been successfully completed. Working pattern Part-time, part-year, term-time compressed hours and job-sharing working patterns within working hours will be considered but must meet business needs. Wewill do our best to let people with existing part time contracts retain their contracted hours provided they are in line withcurrent business needs. Please note that successful candidates with agreed alternative working patterns will be required to work full timefor specific periods to complete all training and consolidation. Currently initial training can last for up to 12 weeks. Hours of work The full-time working week in DWP is 37 hours. You may be required to work at any time between the hours of: 7:45am and 8:00pm on any day between Monday to Friday, and 8:45am to 5:00pm on Saturday. Managers will agree working patterns with successful applicants within these business hours and review these asappropriate. You will be given advance notice of your personal schedule. Learning and Development 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, such as 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; your failure to participate fully in the professional programme, once appointed, may be a breach of your employment contract. If DWP decides that it is no longer a requirement for you to undertake and attain a work-based qualification, it will release you from this obligation. Any decision to release you from this obligation will not be a breach of contract by DWP. 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. 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. To find out if you are eligible visit https://www.childcarechoices.gov.uk Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms and conditions of employment, for example mobility, pay and allowances. Civil Servants who transfer into DWP from other government organisations, following successful application, will assume DWP's terms and conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. Salary New entrants are expected to join on the minimum of the pay band. Pre-employment Checks 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 stating the job reference number in the subject heading. 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. Plagiarism 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. The evidence you provide must relate to your own experiences. If evidence of plagiarism, or sharing of questions, information or answers throughout any part of the selection process is found, your application will be withdrawn. Examples of plagiarism can include: Presenting the work, ideas and experience of others as your own. Copying content from an online/published source. Using forms of Artificial Intelligence to produce application content which you present as your own. Reasonable Adjustments 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 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 are 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.