Stockport BSC
Millennium House
Wellington Road South
Stockport
SK1 3UH
Job Summary
Do you have a passion for public service? Would you like to make a difference to someone’s life? If so, we would like to hear from you. DWP help people lift themselves out of poverty and to stay out of poverty, through work, saving and support. This is a hugely important public service and our challenge is bigger than ever.
DWP is hiring Administrative Officers to join our growing National Services team, as part of our Universal Credit Service Centre, in Stockport.
You’ll play an important role in helping us to deliver vital services to UK Citizens. As part of a supportive team, you’ll help us deliver an excellent customer experience to the people we advise and support.
These are key roles in making a real difference to people’s lives. They support a wide range of claimants.
You will be working in a fast-paced telephony environment, responsible for answering customer telephone calls.
National Services primary function is telephony, however, some administrative work is also undertaken, which may form part of this role in the future.
You will provide a key role through a flexible innovative approach to this work ensuring that you always provide an excellent Quality Service. You will have the key skills to manage the customer journey effectively and efficiently, building strong relationships with all key stakeholders to ensure we work as “One Service”. You will recognise where your role fits to deliver a quality service to both UC customers, your colleagues and the business as a whole.
Job Description
* Flexibly manage customer expectations by efficiently handling telephone calls maintaining, at all times, excellence in customer service.
* Build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy and compassion.
* Handle sensitive and challenging situations with all claimants in a positive way, handing off and safeguarding as appropriate.
* Encourage positive team morale by managing your availability and workload effectively and sharing best practice to support others.
* Build strong collaborative relationships with other parts of the business to support and enhance the customer journey.
* Communicate effectively and confidently with customers and colleagues via the appropriate channels, adapting quickly to meet the ever-changing shift to digital service.
* Keep up to date with IT and Service feature changes and developments to support the UC strategic intent and manage own learning, encompassing these changes to accurately gather information.
* Communicate with a diverse range of customers and stakeholders; both verbally and in writing.
* Build rapport with customers and stakeholders; motivating and influencing all to reach a successful outcome
* Maintain professionalism in making informed, robust decisions, fair to both the customer and the business. Communicate those decisions appropriately and sensitively to those affected.
* Adhere to a ‘Once and Done’ approach, effectively manage telephone calls ensuring the customer needs are met.
* When a query cannot be resolved ensure a clear concise handover is sent to the relevant party to answer.
* Maintain the security and integrity of customer information through appropriate use of IT, with adherence to data sharing processes and system security protocols.
* Take ownership of personal development by accessing digital learning and communications tools.
* Flexibly manage customer expectations by efficiently handling telephone calls maintaining, at all times, excellence in customer service.
* Build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy and compassion.
* Handle sensitive and challenging situations with all claimants in a positive way, handing off and safeguarding as appropriate.
* Encourage positive team morale by managing your availability and workload effectively and sharing best practice to support others.
* Build strong collaborative relationships with other parts of the business to support and enhance the customer journey.
* Communicate effectively and confidently with customers and colleagues via the appropriate channels, adapting quickly to meet the ever-changing shift to digital service.
* Keep up to date with IT and Service feature changes and developments to support the UC strategic intent and manage own learning, encompassing these changes to accurately gather information.
* Communicate with a diverse range of customers and stakeholders; both verbally and in writing.
* Build rapport with customers and stakeholders; motivating and influencing all to reach a successful outcome
* Maintain professionalism in making informed, robust decisions, fair to both the customer and the business. Communicate those decisions appropriately and sensitively to those affected.
* Adhere to a ‘Once and Done’ approach, effectively manage telephone calls ensuring the customer needs are met.
* When a query cannot be resolved ensure a clear concise handover is sent to the relevant party to answer.
* Maintain the security and integrity of customer information through appropriate use of IT, with adherence to data sharing processes and system security protocols.
* Take ownership of personal development by accessing digital learning and communications tools.
Person specification
* To be able to deliver good quality customer service to customers, tailoring the service to meet the needs of the individual.
* Communicate effectively with a diverse customer base.
* Ability to work flexibly to meet changing priorities.
* Strong digital skills across multiple IT systems.
* Be able to work independently and as part of a team.
Essential Criteria
The successful candidate will be able to demonstrate the following:
* The ability to communicate effectively and confidently with a diverse range of customers, via both telephony and digital channels, to achieve a fair resolution for both the customer and business.
* The ability to manage sensitive and challenging customer conversations with empathy, understanding and positivity.
* The ability to work flexibly to meet changing priorities, managing a diverse workload to deliver a high-quality service to customers.
* The ability to make informed fair decisions and communicate these sensitively to those affected.
* Strong digital skills and the ability to operate between multiple systems effectively to complete tasks accurately and efficiently.
Behaviours
We'll assess you against these behaviours during the selection process:
* Managing a Quality Service
* Developing Self and Others
We only ask for evidence of these behaviours on your application form:
* Managing a Quality Service
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.
Selection process details
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
As part of the application process you will be asked to complete a CV and 250 word Behaviour statement for Managing A Quality Service. Further details around what this will entail are listed on the application form.
In no more than 250 words, tell us about a situation relating to “Managing a Quality Service”.
Your behaviour 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. Share with us what makes you suited to this role and why. What you can do, the skills you have that are transferable and the life experience or passion you have that are linked to this role.
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.
CV
The CV is an on-line tool accessed through the Civil Service Jobsite and there is no requirement to upload your personal CV. Our CV element is short, and allows an initial check of eligibility, so please put the main content of your evidence and skills in your Personal Statement.
Written Sift
The written sift will assess your response based on evidence from your application, specifically aligned to the behaviour "Managing a Quality Service". You will be asked to describe a relevant situation in no more than 250 words.
The interview
This will consist of a blended interview which will be conducted via MS Teams virtually, this will take around 40 minutes.
You will be asked a mixture of Behaviour and Strength questions.
A blended interview aims to be more of a conversation at interview, offering a more inclusive approach.
The Strength and Behaviour based questioning explores what the candidate can and has done, but also their potential.
To help you prepare and settle into the interview you will be sent the behaviour questions in advance of the interview, 5 days prior to your interview. These questions should be treated as confidential and should not be shared. The interview panel may ask you other questions which will not be shared in advance, including follow-up questions, and those about your strengths.
An example of a Behavioural question would be;
Tell me about a time you have set about improving customer service, giving a sense of pace and criticality of success?
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
What was the task, How you approached the work/situation and what the Outcomes were, what did you achieve? Or What was the Situation? That were the Tasks? What Action did you take? What were the Results of your actions?.
Should a large number of applications be received, an initial sift may be conducted using the lead behaviour of Managing a Quality Service. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.
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.
Proposed Sift And Interview Dates
Sift Period - week commencing 9th June 2025
Interviews - week commencing 23rd June 2025
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 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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk 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.
NSV
For further information on National Security Vetting please visit the Demystifying Vetting website.
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.
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.
New entrants are expected to join on the minimum of the pay band.
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.
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
Feedback will only be provided if you attend an interview or assessment.
This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.
Security
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Successful candidates must undergo a criminal record check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check (opens in a new window).See our vetting charter (opens in a new window).
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) (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
Further information on nationality requirements (opens in a new window)
Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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.
The Civil Service Code (opens in a new window) 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 (opens in a new window).
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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) 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 : Yolanda Whitehouse
* Email : uc.nationalservicesrecruitment@DWP.GOV.UK
Recruitment team
* Email : dwprecruitment.grs@cabinetoffice.gov.uk
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.BUSINESSASSURANCE@DWP.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. #J-18808-Ljbffr