Retirement Services Administrative Officer - North West
| Dyddiad hysbysebu: | 29 Gorffennaf 2024 |
|---|---|
| Cyflog: | £25,082 bob blwyddyn |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 19 Awst 2024 |
| Lleoliad: | Blackpool |
| Cwmni: | Government Recruitment Service |
| Math o swydd: | Dros dro |
| Cyfeirnod swydd: | 363300/1 |
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We are looking for people who have a positive attitude, a desire for public service and want to make a difference helping to change peoples' lives in our communities from a 20 million plus customer base.
We welcome applications from candidates who can actively seek to resolve customer queries at the first point of contact where possible and use your brilliant communication skills to handle sometimes complex yet rewarding conversations.
These roles are 18 month Fixed Term Appointments.
Existing civil servants may apply for these Fixed Term Appointments (FTA). If successful, in all cases we will want first to explore taking you on so you can return to your current department at the end of the FTA. You are not required to come on loan. If you wish, you can choose to join DWP as an ordinary fixed term worker. Also, your current department may not agree to a loan. If a transfer on a loan basis cannot be agreed by your home department, you would transfer to DWP on the basis that you would lose your permanent civil service status and become a fixed term worker. However, for the purpose of calculating contractual entitlements and employment rights, your previous and new fixed term service will be combined to give you continuity of employment. For example, if at the end of your FTA your post is declared redundant and you must leave the Civil Service, your combined service will be used to calculate any entitlement you have to redundancy pay.
Therefore, you should be aware that when your FTA at DWP comes to an end, your employment in the Civil Service will end, unless:
- An extension to your FTA position has been agreed by DWP.
- A conversion to permanent status has been agreed by DWP.
- You are successfully redeployed into a suitable alternative post.
Extensions, conversions to permanent status and finding a suitable alternative role cannot be guaranteed at the end of the fixed term. Therefore, you must be aware of the risk associated with your accepting a new FTA contract with DWP, rather than transferring on loan.
What you will do.
- Provide exemplary customer service to all our customers, primarily through telephony, taking time to explain complex issues.
- Use digital channels confidently to process benefit claims, ensuring we deliver the right outcomes for customers, in line with expectations.
- Take ownership and work effectively with colleagues across DWP to ensure we provide a quality service to customers.
- Tailor your approach to accommodate individual circumstances and ensure customers receive the correct payment amount at the right time.
- Build positive relationships with customers - that encourage, motivate and build trust by demonstrating empathy and compassion.
- Handle sensitive and sometimes challenging and difficult situations with all customers in a positive way.
- Be aware of DWP policy and its impact on cases.
- Make decisions by examining the available facts, adhering to current guidance.
- Provide explanations to customers as required.
- Take ownership of personal development by accessing digital learning and communication tools.