Details
Reference number
420699
Salary
£26,770
Pay Award Pending
A Civil Service Pension with an employer contribution of 28.97%
GBP
Job grade
Administrative Officer
Contract type
Permanent
Business area
DWP - Counter Fraud, Compliance and Debt - Debt Management
Type of role
Debt Management
Investigation
Operational Delivery
Working pattern
Flexible working, Full-time, Job share, Part-time
Number of jobs available
39
Contents
* Location
* About the job
* Benefits
* Things you need to know
* Apply and further information
Location
Stornoway
About the job
Job summary
Why work here?
Are you looking to enhance or gain experience in both Customer Service (Telephony) and Administration?
Do you enjoy helping others?
Are you an excellent communicator who enjoys helping customers over the phone?
If so, we would like to hear from you.
We have varied, exciting and challenging roles available within our Counter Fraud, Compliance and Debt (CFCD) team. Our aim is to drive down the level of fraud, error and debt within the benefit system, to protect the public purse, as well as protecting those most vulnerable in our society.
As a Debt Management Telephony Officer, your primary role will be handling contact from customers effectively and efficiently.
You will be the first point of contact for our customers, providing a high standard of service by telephone 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'll 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 CFCD is the place for you.
Come and join the CFCD team today
Job description
What will you be doing?
* Providing excellent customer service over the phone, through inbound and outbound telephone calls and via correspondence.
* Dealing effectively and professionally with enquiries from customers and organisations.
* Often acting as the first point of contact for our customers, you will be negotiating the repayment of debt and loans by telephone.
* Communicating clearly and concisely, respecting diversity at all times.
* Ensuring information and data is recorded accurately and that case records are up to date.
As a Debt Management Administrative Officer/Telephony, 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.
* Debt Management centres are telephony (telephony headset will be provided) and task based, and successful candidates will be required to spend their working hours either undertaking inbound and outbound telephone calls, or processing tasks which will require candidates to use a variety of IT systems.
Person specification
We are looking for people who:
* Demonstrate effective communication skills, treating colleagues and customers with respect and taking personal responsibility for customer service.
* Liaise effectively with key stakeholders to obtain relevant information where necessary.
* Work collaboratively and effectively within a team.
* Are able to comply with policy and procedures, taking responsibility for security and data storage, using all relevant digital platforms and build personal capability where necessary.
* Are able 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 their 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 and achieve results.
Webinar event
We will be holding a webinar event to let you know more about this role. This will take place on the following date:
* Wednesday 27/08/2025 at 12:00 to 13:00PM Webinar AO Debt Management Administrative Officer/Telephony 27/08/25
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.
Behaviours
We'll assess you against these behaviours during the selection process:
* Managing a Quality Service
* Making Effective Decisions
* Working Together
Benefits
Alongside your salary of £26,770, Department for Work and Pensions contributes £7,755 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
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.
Things you need to know
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.
Stage 1 - Application Form
Please complete the first stage short application form.
Stage 2 – 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 500 words, please carefully consider the questions below. You should address these 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.
* Demonstrate that you can work effectively both alone and within a team, treating colleagues with respect and supporting others.
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.
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 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.
In the event of a low number of applications, candidates may be progressed to interview without their written application being sifted.
Artificial Intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.
You will also be asked to complete a CV with details of your education, professional qualifications and full employment history. Your CV will not be formally assessed so please put the main evidence of your skills into your personal statement. Your CV will be used to add context to your personal statement.
**Please note the closing date for your full application is 23:55 on 02/09/2025**
The sift is scheduled to be held from 08/09/2025 to 12/09/2025. These dates may be subject to change.
Stage 3 - Interview
If you pass the 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 interview will be conducted face to face at Stornoway. 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 29/09/2025 to 10/10/2025, 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, SMS 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.
If you would like to opt out of SMS messages, please email CFCD..GOV.UK
As part of our commitment to improving the candidate experience, you may be contacted during the recruitment process to provide feedback.
Preparing for the Interview
The interview will take between 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- What it was? How you approached the work/situation? What the Outcomes were, what did you achieve? or
* STAR- What was the Situation? What were the Tasks? What Action did you take? What were the Results 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 4 – 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.
The successful candidate(s) will be notified of a start date following successful security checks, which is likely to be during November/December 25.
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 are not included in the published Immigration Salary List. 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
To Note- Stornoway is the main town in the Western Isles, Scotland. To get to Stornoway, the main town on the Isle of Lewis, you can travel by ferry from Ullapool which takes approximately 3 hours, or by plane from Inverness or Glasgow which takes 40 or 60 minutes, respectively.
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. We will do our best to let people with existing part time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful candidates with agreed alternative working patterns will be required to work full time for specific periods to complete all training and consolidation. Currently initial training can last for up to 6 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 as appropriate. You will be given advance notice of your personal schedule.
Further Information
Find out more aboutWorking 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; for further information visit the Childcare Choices website.
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- 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 and ask to speak to the operations manager in confidence, or email
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.
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.
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.
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.
New entrants are expected to join on the minimum of the pay band.
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 Pre- 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.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
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)
* 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
Further information on nationality requirements
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.
Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .
Apply and further information
This vacancy is part of the Great Place to Work for Veterans initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.
Contact point for applicants
Job contact :
* Name : CFCD Recruitment Team
* Email :
Recruitment team
* Email :
Further information
Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: HR..GOV.UK.
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.