Retirement Services - Welsh Speaking Administrative Officer
Employer:
Government Recruitment Service
Location:
Pay:
£27,844 per year
Contract Type:
Permanent
Hours:
Full time
Disability Confident:
Yes
Closing Date:
15/04/2026
About this job
Would you relish the opportunity to provide a service to our Welsh speaking customers?
Based in Swansea Pension Centre, Retirement Services are looking to fill 6 key Welsh speaking telephony and benefit processing roles.
Retirement Services is the part of the Department for Work and Pensions (DWP) that supports claims for State Pension, Pension Credit and a range of other benefits for people of retirement age and those with caring responsibilities.
The team supports over 14 million customers, including people living overseas.
We also support customers and their families in cases of bereavement to ensure necessary action is taken to end payments and to provide access to Bereavement Support Payments and Funeral Expense Payments where appropriate.
The primary means of contact with our customers is by telephone.
Successful candidates will spend most of their day taking inbound and making outbound calls to resolve customer queries around benefit claims/changes.
Successful candidates must therefore be confident and able to handle sometimes complex but rewarding conversations over the telephone.
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.
If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable, will be discussed with you prior to you taking up your post.
Please note: There is an expectation that all employees work from the office for a minimum of 60% of their contracted working hours.
When you first start in the role, you will be office-based and required to attend on a full-time basis (37 hours per week) during your training and consolidation, for up to 26 weeks.
In this role, you may also be required to undertake a work-based qualification e.g., apprenticeship, that will support you in further developing your professional knowledge and skills for this role and your future development.
The qualification can be undertaken in work time.
What you will do: As part of a supportive and welcoming team, you will provide excellent customer service in a fast-paced service centre and telephony environment to ensure Retirement Services delivers the right outcomes for all our customers.
Our telephone lines are currently open from 8am to 6pm, Monday to Friday.
This is subject to change; the working hours may be extended and also include Saturday working in the future depending on business need.
Your daily responsibilities will include: Making and receiving telephone calls while addressing queries and progressing new/existing benefit claims (multi-tasking) Taking ownership of cases, working with colleagues across DWP to ensure queries are resolved, benefit payment amounts are correct and paid on time Handling sensitive and sometimes challenging telephone calls, in a positive, compassionate and professional manner Ensuring all information provided to customers is accurate, timely and easy to understand Making decisions by examining the available facts, adhering to current guidance Taking responsibility for personal development by keeping up to date with DWP policies and accessing appropriate learning.
Proud member of the Disability Confident employer scheme
Jobs are provided by the Find a Job Service from the Department for Work and Pensions (DWP).
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