Benefit Payment Systems Group - Payment Services Officer

UK Government - Department for Work and Pensions - Blackpool FY2
£21,012 a year

The key requirements of the role are to;

  • Repair and process citizen and third party payments that are rejected by banks and building societies.
  • Recall payments on behalf of DWP to prevent overpayments.
  • Accurately update and amend benefit systems records on instruction from banks, building societies and other financial institutions.
  • Resolve enquiries from internal and external customers and third parties, ensuring all helpline calls/queries are answered and resolved in line with the required timescales and quality standards.
  • To work towards, and contribute to, the successful delivery of the Team work plan objectives, targets and healthy indicators.
  • To support the Team Continuous Improvement programme to improve processes for the benefit of the Team, claimants and third parties.
  • To work in full compliance with DWP guidance, in particular with regard to HR and Information Management policies.

Essential Criteria:
The successful candidate will be able demonstrate:
  • Experience of working on their own initiative as-well as collaboratively as part of a team and quickly developing working relationships.
  • Ability to deal with wide ranging enquiries and follow through to resolution, along with the ability to develop solutions to address a problem.
  • Ability to work flexibly to meet ever changing priorities, managing a diverse workload.
  • Excellent communications skills, both oral and written, tailoring all communications to suit the audience.
  • Using Microsoft Word, Excel, PowerPoint and a willingness to learn new skills.

Desirable Criteria:

  • Good knowledge and experience of Oracle Payments Systems.
  • Resolving customer (internal & external) queries by telephone.

However, full training will be provided. Behaviours

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

  • Managing a Quality Service
  • Delivering at Pace
  • Working Together
  • Communicating and Influencing


  • Learning and development tailored to your role
  • An environment with flexible working options
  • A culture encouraging inclusion and diversity
  • A Civil Service pension
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