Retirement Services Administrative Officer - Northwest
| Posting date: | 03 July 2025 |
|---|---|
| Salary: | £26,770 per year |
| Hours: | Full time |
| Closing date: | 09 July 2025 |
| Location: | Preston |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 413457/3 |
Summary
Blackpool - Fylde View Service and Support Centre, 1 King Street, FY1 3EJ
Burnley – Simonstone Pension Centre, Blackburn Road, BB12 7NQ
Preston - Duchy House, Preston, PR1 1DD
The primary means of contact with our customers is by phone. 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 use their brilliant communications skills to handle sometimes complex but rewarding conversations over the phone.
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:
- From 1 September 2025, there is an expectation that all employees work from the office for 60% of their working time.
- 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.
Please ensure you read all the content in this advert and the candidate pack (accessed via the link at the bottom of this advert) so you understand the requirements of the job role for which you are applying.
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 for 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.
Proud member of the Disability Confident employer scheme