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This role at the Department for Work and Pensions (DWP) is available specifically to people who served in the Armed Forces for at least a day OR be in your resettlement period and due to leave the Armed Forces within a reasonable time frame or Military Spouse/Partner: Your current partner must still be serving OR was discharged within the last 12 months.
The Department for Work and Pensions is responsible for welfare, pensions and child maintenance policy. As the UK’s biggest public service department it administers the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers.
We’re looking for talented people who are eager to contribute to vital public services and assist us to deliver taxation and benefits support to the government and local authorities. Your skills and experience will enable us to provide an efficient, effective service right at the heart of the public interest.
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What the team does:
CFCD Intervention staff protect public spending by conducting telephone benefit reviews with our customers, to ensure that the right amount of benefit is received, and all changes have been notified to the Department. This role involves gathering and confirming various sources of information using telephone, post, and other government systems to review the benefit awards and make decisions in line with guidance.
We are looking for people who can provide excellent customer service, can demonstrate good communication skills, can display a positive attitude to change, and are able to work under pressure. You must have a clear commitment to, and where possible, show examples of delivering an effective service to customers.
What the job holder will do:
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Working as part of a team to support and improve the delivery of excellent customer service, quality and performance.
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Undertaking telephone calls and face to face conversations with customers to collect information and to ensure correctness and accuracy of data held.
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Utilising different IT platforms to support the activity and the accurate recording of information. Keeping case records accurate and up to date, ensuring all actions taken have been recorded on the appropriate IT systems.
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Issuing enquiries as directed, and ensuring responses are received where appropriate, within agreed timescales taking the appropriate follow up action.
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Ensuring all relevant information is collated for forward action as directed by Team Leader.
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Understanding and achieving personal productivity expectations and ensure standard processes and guidance is adhered to all times.
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Ensuring awareness and compliance of all aspects of security and data protection are adhered to.
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Communicating clearly and concisely to a wide range of customers, respecting diversity at all times, whilst taking personal responsibility for their experience of our service.
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Complying with all relevant policy and procedure regarding DWP Standards of Behaviour.
What key skills, knowledge or experience do you need for the role?
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The ability to build positive relationships,
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commitment to providing a professional public service, and
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a flexible commitment and the desire to develop skills to help us deliver the public service people need.
Training will be provided to help build the following skills:
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effective communication skills with internal and external customers
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ability to develop effective working relationships with DWP colleagues and external partners.
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ability to identify and evaluate likely risks and obstacles and monitor systems to mitigate them.
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able to check validity of payments using on-line systems and clerical papers.
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ability to monitor and evaluate the reports of inaccuracies.
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awareness of Customer Compliance and Investigations.
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knowledge of the CFCD Performance Measures.
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knowledge of people performance, security policies, standards of behaviours and procedures
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knowledge of benefits
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use of relevant IT systems
The DWP Social Mobility Apprenticeship Programme
Candidates taking up the apprenticeship, will be completing either the Customer Service or Business Administration apprenticeship at level 2 or 3 while gaining valuable work experience. By the end of the apprenticeship the apprentice will be better equipped to obtain future employment.
The apprenticeship includes functional skills in English and maths.
The apprentice will receive support from their assessor to complete the qualification.
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Requirements and Timeline
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Candidates who meet the GFIE criteria are guaranteed an informal conversation with DWP about their suitability for the role.
Informal conversations with candidates are expected to take place in December/January and it is hoped that successful candidates start in March/April following successful security checks.
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