DWP AO National Services Telephony Agent
| Posting date: | 29 May 2025 |
|---|---|
| Salary: | £26,770 per year |
| Hours: | Full time |
| Closing date: | 07 June 2025 |
| Location: | Stockport |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 407512/1 |
Summary
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.
- 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.
Proud member of the Disability Confident employer scheme