DWP Service Delivery Office - Leicester

This role at The Department for Work and Pension (DWP) is available to people who served in the Armed Forces, 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.

About The Team

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy. We are the UK's biggest public service department and administer the State Pension and a range of working age, disability and ill health benefits to around 20 million claimants and customers.

We want you to join us, learn new skills and bring your experience to our organisation. We believe that everyone has the potential to make a difference, and we want to ensure that all our staff are equipped with the knowledge and skills to do so. As part of your employment, you will have access to a range of learning and development, and a buddy who can help you to understand the Civil Service and enable you to make the most of the opportunities it offers.

About The Role

As a Service Delivery Officer you will:

1. Support the front of house team and act as an effective first point of contact for claimants in Jobcentres, coaching claimants without an appointment appropriately and directing claimants to appropriate channels.
2. Provide excellent customer service and demonstrate strong face-to-face communication skills with a diverse range of claimants, some with very complex needs.
3. Encourage those claimants accessing Universal Credit (UC) to apply online and maintain their claims independently online where possible.
4. Offer appropriate support to claimants claiming Heritage benefits, encouraging ownership and claimant responsibility for their claim to prepare for how their benefit might change in the future.
5. Provide coaching support to claimants, signposting to an appropriate provider if necessary.
6. Build positive relationships with claimants that encourage, motivate and build trust by demonstrating empathy.
7. Handle sensitive and challenging situations with claimants.
8. Identify the right actions and interventions to best support UC claimants and refer to the work coach where appropriate.
9. Confidently use digital services, navigate and coach claimants to use digital job search methods i.e. job search websites, email, CV uploads and social media.
10. Take ownership of personal development by accessing digital learning and communications tools and in-context prompts.
11. Work effectively with Jobcentre, Service Centre and Benefit Delivery colleagues.
12. Escalate issues for resolution as necessary, while retaining ownership of the situation for the claimant.

Essential Criteria:

1. Excellent organisational skills
2. Strong communication skills
3. Work well in a team
4. Able to manage own work. Be a self-starter and take ownership of work
5. Ability to deliver excellent customer service

Hours:

The full-time working week in DWP is 37 hours.

Office only based role

You may be required to work at any time between the hours of: 7.45 am and 8:00 pm on any day between Monday to Friday, and 8.45 am to 5:00 pm on Saturday. Managers will agree working patterns with successful applicants within these business hours and review these as appropriate.

Working pattern: Part time and job sharing working patterns within working hours are available but must meet business needs. We will do our best to let people with existing part-time contracts retain their contracted hours provided they are in line with current business needs. Please note that successful part-time and job share candidates may be required to work full time for specific periods to complete and consolidate training.

To apply we will need:

1. A completed Expression of Interest form - please request this from GFIE@cabinetoffice.gov.uk
2. A copy of your CV