Administrative Officer, Case Manager

Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Nottingham, East Midlands (England), NG1 6AX

About the job

Job summary

DWP is hiring Administrative Officers to join our growing Universal Credit (UC) team.

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 jobs are based in our Nottingham Universal Credit Service Centre.

This is a customer facing role, working with claimants who are adapting to significant change in the way they receive their benefits as they Move to Universal Credit. Over the phone and via email on DWP portals, you’ll help us ensure the best outcomes for all our claimants.

You’ll be taking phone calls and giving advice, education, guidance and reassurance to claimants who are moving from their existing benefits to Universal Credit, and doing the administrative work related to this change.

Job description

What you will be doing:

• Using your communication skills, you’ll support a diverse range of claimants by providing advice and guidance on our benefits services through inbound call handling and over email.
• You’ll build positive, trust-based relationships with claimants handling sensitive and challenging conversations with empathy, understanding and positivity.
• You’ll be responsible for making decisions, based on the available facts, whilst providing explanations to claimants to reduce anxiety and ensuring they receive accurate advice.
• You’ll focus on providing the right solution for each claimant, ensuring they receive the correct payment amount at the right time.
• You’ll manage cases by working with colleagues across UC and DWP, supporting claimants in their journey towards work.
• We’ll help you build an awareness of labour market policy, and its impact on claimants’ conditionality requirements.
• You’ll be able to take ownership of your professional development, with a suite of digital learning and communications resources available to you.

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. The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Upon starting, all successful candidates will be expected to undertake full time training and consolidation for a minimum of 5 weeks. We are unable to offer an alternative working pattern during this period other than in exceptional circumstances and with prior agreement of the business. Once training and consolidation have been completed you will revert to your agreed working pattern. Candidates may therefore wish to decide at application stage whether, if your job application was successful and knowing the restrictions we necessarily apply as an employer, you wish to pursue your application with DWP.

Please see the candidate pack for additional information about the job role available.

Candidates should note that if successful in this campaign, you will be expected to remain in post for a minimum of 18 months before applying for any other lateral moves within DWP.

Person specification

• Be competent in delivering a quality customer service, tailoring the service to meet the needs of the individual.
• Communicate well with a diverse customer base.
• Ability to work flexibly to meet changing priorities.

Behaviours

We’ll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Communicating and Influencing
• Making Effective Decisions

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%
• Generous annual leave, plus bank holidays
• Competitive maternity, paternity, and parental leave
• Employee Assistance with emphasis on wellbeing
• Employee discount schemes

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 : North and East Midlands Recruitment Team
• Email : [email protected]

Recruitment team

• Email : [email protected]

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: [email protected].

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.

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