About the Job
DWP are looking to fill Administrative Officer roles in Disability Services, Access to Work.
Access to Work is a UK government scheme that provides practical support for people with a disability, health condition, or neurodivergence to help them do their job. Depending on individual needs, it can fund things like specialist equipment, workplace adjustments, support workers, or help with travel to work. The support is tailored to the person and is designed to remove barriers so everyone can work effectively and confidently. These are key roles for people who have a positive attitude, a desire for public service, and want to make a difference to people’s lives.
We welcome applications from candidates who can communicate effectively with a diverse range of customers, work confidently in a fast‑paced environment, and apply clear thinking to resolve queries and support service delivery.
You will be asked for your preferences for up to 3 of the locations advertised, telling us where you would prefer to work if you are successful. Please do not select a location unless you are prepared to accept a role and be based and work in that location.
This 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.
On appointment successful applicants must:
* Be able to work on site, in person, in the location you are posted to.
* Be able to speak with our customers face to face via inbound and outbound and telephony and digital contact will also be an essential requirement.
* Be able to work in a fast paced, busy environment as part of a team and independently.
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.
If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.
This role includes a mix of telephony, casework, and administrative tasks. While telephony is an essential part of the role, it is not the only element. Typical duties may include:
Customer Contact & Telephony
You will confidently handle inbound and outbound telephone calls, providing clear explanations, resolving queries, gathering information, and signposting customers appropriately, including in difficult or sensitive situations.
Use digital and telephony systems to support customer interactions, record outcomes accurately, and progress cases effectively.
Casework & Administrative Activities
Process updates to customer records, action changes in circumstances, and ensure all information is recorded promptly and accurately.
Consider each customer’s case as a whole and take appropriate actions based on available information and guidance.
Provide clear and explainable reasons for decisions or next steps.
Maintain clerical and electronic records to departmental standards.
Professionalism & Service Delivery
Take personal accountability for every customer or stakeholder you deal with.
Communicate clearly and respectfully, adapting your approach to meet the needs of our diverse customers.
Follow all departmental guidance, processes, and security requirements, ensuring customer information is protected at all times.
Teamwork & Development
Work independently and as part of an inclusive team, contributing to shared goals.
Support colleagues and contribute to a positive team environment.
Take responsibility for your own learning and development, proactively building your skills and supporting others to do the same.
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