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- Location
- About the job
- Benefits
- Things you need to know
- Apply and further information
Location
About the job
Job summary
Please note that these vacancies are not currently eligible for Visa Sponsorship on the Skilled Worker route, even if relying on tradeable points (including the new entrant tradeable points option) as they do not satisfy the minimum salary hourly rate requirement. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.
About the job
DWP is hiring Administrative Officers to join our growing Universal Credit (UC) team.
You will 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 Bolton Universal Credit Service Centre - 120 Bark Street, Bolton, BL1 2AX.
This is a customer contact role, working with claimants who will require support with their Universal Credit claim. Over the phone and via DWP portals, you’ll help us ensure the best outcomes for all our claimants.
As part of the DWP Operational Delivery you will be at the heart of DWP’s front line operations helping to change people lives in our communities from around the 20 million plus customer base.
If you are looking to enhance or gain experience in both Customer Service and Administration, and you enjoy helping others? We would like to hear from you.
Full training is given, with the opportunity to undertake a Customer Service Apprenticeship should you wish to.
About us - Department for Work and Pensions GOV.UK
Please ensure you read all the process information for this campaign as we are conducting a voluntary assessment trial and there are additional elements to be aware of. We would be grateful if you would participate in this to help to shape our future recruitment processes aiming to improve our candidate experience.
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 telephony and via in-house systems.
- Build positive, trust-based relationships with claimants handling sensitive and challenging conversations with empathy, understanding and positivity.
- Responsible for making decisions, based on the available facts, whilst providing explanations to claimants, providing assistance, ensuring they receive accurate advice.
- Focus on providing the right solution for each claimant, ensuring they receive the correct payment amount at the right time.
- Manage cases by working with colleagues across UC and DWP, supporting claimants in their journey towards work.
- Take ownership of your professional development, with a suite of digital learning and communications resources available to you.
Person specification
What we are looking for
- Ability to deliver good quality customer service, tailoring the service to meet the needs of the individual.
- Communicate well with a diverse customer base communicate well both orally and in writing.
- Work flexibly to meet changing priorities.
- Take ownership of complaints and support their resolution.
- Provide support where appropriate to claimants who require assistance.
If you’re looking for a career that makes a clear and positive difference to people’s lives, then joining us as an Administrative Officer may be an ideal role for you!
Do you want to be part of a team where you can be yourself, feel supported, empowered, valued, respected, fairly treated and able to achieve your full potential?
If your answer is Yes. Join us!
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Making Effective Decisions
- Delivering at Pace
- Managing a Quality Service
Benefits
Alongside your salary, the Department for Work and Pensions contributes 28.97% towards you being a member of the Civil Service Defined Benefit Pension scheme. This means for your salary of £26,770 DWP contributes £7674.959. Find out what benefits a Civil Service Pension provides.
We also have a broad benefits package built around your work-life balance which includes:
- Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
- Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
- Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
- Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
- Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
- Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
- An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.
Things you need to know
Selection process details
Key Information
This recruitment campaign includes a new Voluntary Assessment Pilot. Your participation will have no impact on the outcome of the Vacancy you are applying for. You will be helping to testing some new tools DWP may adopt in the future. The there are two assessments which we really need your help to test how they worked and your experience in using them.
- Assessment 1 Values & Behaviours - Focuses on your values and beliefs. You rate statements on a scale (strongly agree/disagree) based on your preferences
- Assessment 2 Scenario Based Assessment - Relates to behaviours & asks you to rate scenarios as the most or least effective approach.
How to participate
Once you have submitted your application and completed the Situation Judgement Test, you will receive an email inviting you to take part in the Voluntary Assessment Pilot. You will have 48 hours for you to complete both assessments. Once you have completed both assessments you will receive a short survey to provide valuable feedback on how you found the assessment or why you decided not to participate in the pilot assessments.
We would really encourage you to participate and complete the assessments as your involvement will help shape the future of our recruitment processes in DWP and give you an opportunity to try a potential new and exciting DWP recruitment assessment.
Selection Process
The Candidate Pack attached to this vacancy provides useful additional information to help candidates navigate our recruitment process, we suggest Candidates refer to it to support them through our selection process.
How we will communicate with you
Throughout the selection process we will communicate with you electronically and/or by telephone.
Please ensure you regularly check your Assessment Centre account, as well as your spam/junk email folder.
Telephone calls may show as a withheld number, it is important that you answer so that your interview can be confirmed.
Stage 1 – Apply
Please complete the application form and write up to 500 words to demonstrate your ability to effectively Manager a Quality Service at AO Level answering the question:
“Tell me about a time you delivered a quality service to others - How did you make sure you met their needs?
You may provide evidence taken from a work situation or somewhere else, such as work experience, volunteering, in connection with a hobby. You should choose examples that enable you to describe specific things you did and clearly demonstrate the behaviour.
A NOTE ON ANONYMISATION
DWP operates an anonymised recruitment process, you should remove any personal details that could be used to identify you. This relates to name and contact details which might usually appear on your Personal Statement. Failure to do so will result in your application being withdrawn.
More information on Success Profiles and Civil Service Behaviors can be accessed by clicking the links
Stage 2 – Selection
Situational Judgement Test
After submitting your application, you will be sent an invitation with a link to complete an online Situational Judgement Test. This is designed to test your skills for the AO role.
The Situational Judgement Test is a timed exercise designed to see how you would naturally react in situations and how you would communicate with others. It consists of multiple-choice scenarios. You do not need any knowledge or experience specific to DWP to be able to complete the exercise, nor do you need any specific knowledge or experience relating to the scenario presented. You should allow 30-45 minutes to take the test.
You must complete and submit the test by the deadline stated in your invitation. If you do not complete and submit the test before the deadline, your application will not progress.
IMPORTANT: After the test deadline, we will look at all applicant scores to decide what the job’s pass mark will be. We will consider the impact on protected groups and the number of invitations to the next stage. We may decide to raise the pass mark for the job - if so, you will be informed, and you will be told if you have passed or failed at the raised standard. Meeting the minimum test requirements for a job level is no guarantee of an invite to continue the selection process.
At this point you will be invited to participate in the new assessment process. There is a 48 hour period in which to complete these, after which you will receive a short survey that will ask you about the assessments. These assessment outcomes will not form part of the scores and outcomes for this campaign but will allow DWP to assess if they are a suitable alternative to elements of the current process.
After this voluntary assessment the trial elements will end, and your application will continue as normal.
Sift
Those candidates who meet the minimum required test score will have their written application form evidence assessed.
Depending on application numbers we may progress all candidates who have been successful at the online test through to interview without assessing the written application evidence
Interview
If you meet the required standard and your application is successful, you will receive an invitation to a blended interview that will be approx. 30 minute via Microsoft Teams. The interview panel will consist of two people and aims to be more of a conversation about the role. You will receive a link to join the interview at the appointed time through the email account you provide on your application. You will need to use your personal or work device to access the video link.
Interviews will be held between 14/07/24 and 25/07/2025, although this may be subject to change.
You will be assessed against three Civil Service Behaviors (Administrative Officer level (AO)
- Communicating and Influencing
- Making Effective Decisions
- Delivering at Pace
To help you prepare and settle into the interview, we will send you the behaviour questions 5 days in advance of the interview. These questions should be treated as confidential and should not be shared.
The interview panel will ask you an additional strength question which will not be shared in advance as these are intended to elicit your natural response and they may also ask follow-up questions.
The evidence you provide must relate to your own thoughts and experiences.
Feedback will only be provided following an interview.
Stage 3 - Offer
Offers will be made in merit order and business continuity.
Further Information
At the Department for Work and Pensions (DWP) we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.
Find out more about working for DWP on the DWP Careers Hub.
Reserve List
A reserve list may be held for a period of (6) months from which further appointments can be made.
If you are placed on a reserve list if your application is successful, but we cannot immediately offer you a post, please note:
- If you are offered the role you applied for, and you decline the offer or are unable to take up post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances*.
- If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.
- If you accept an offer of a post, you will be expected to withdraw from any reserve lists of campaigns you have applied for, with DWP, at this grade.
Note - Exceptional circumstances could be when a candidate has requested a contractual Part Time Working Pattern, and this pattern cannot be accommodated in the initial role offered or in cases of serious ill health
Disability Confident Scheme
If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.
Reasonable Adjustments
We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.
If you need a change to be made so that you can make your application, you should contact the Shared Services Connect Limited via [email protected] as soon as possible before the closing date to discuss your needs.
Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Integrity, plagiarism, Civil Service Principles and the use of Artificial Intelligence (AI)
The Civil Service values honesty and integrity and expects all candidates to abide by these principles.
Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words. Examples of plagiarism can include:
- Presenting the work, ideas and experience of others as your own
- Copying content or answers from an online or published source that is not your own
We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read the DWP AI Candidate Guide to understand how you can make the best use of AI while ensuring your application remains authentic and effective. This guide also clarifies what is considered acceptable and unacceptable use of AI when applying for jobs with DWP.
Applications will be screened and if evidence of plagiarism or unacceptable use of AI is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.
Disclosure and Barring Service and Internal Fraud Database Checks
To process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service or Disclosure Scotland on your behalf. However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Shared Services Connect Limited of your intention by emailing [email protected] stating the job reference number in the subject heading.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
If successful and transferring from another Government Department, a criminal record check will be carried out.
Important
New entrants are expected to join on the minimum of the pay band.
Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. If you are successful you must be able to be released from your current post within 4 weeks.
Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWP’s Terms and Conditions and this may have a different impact on pay and allowances. Please review this prior to acceptance of a role.
Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. Accepting a post will be taken to mean acceptance of revised terms & conditions.
Civil servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary.
Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at the Childcare Choices Website.
Hybrid Working
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 considered. If you are successful, any opportunities for hybrid working will be discussed with you prior to you taking up your post, you will be required to work on site within the office during the training, consolidation and probation periods full time. Suitability for hybrid working will be considered after successful completion of probation.
Training
New recruits will be required to work full time in our Bolton office during the training, consolidation and probation periods after which suitability for Hybrid working will be considered.
Part time and job share candidates will be required to work full time in our Bolton office for at least 8 weeks to complete and consolidate training, after which colleagues should be able to adopt their agreed working pattern.
DWP takes development seriously. Our aim is for our colleagues in these roles to be appropriately skilled and qualified – as determined by the business. To support this aim you may be required to undertake a work based qualification, which may be in the form of an apprenticeship, which will support you in further developing your professional knowledge and skills for this role and your future career development. The qualification can be undertaken in work time, you agree to take this job on the basis that you may be required to undertake a work based qualification; a candidate’s failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.
Hours of work
DWP contracts are based on 42 hour week however you will work 37 hours
All customers must receive a consistently good service no matter how or when they decide to contact DWP as such, 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.
A working pattern that meets business needs will be discussed and agreed once you have started. You will be given advance notice of your personal work schedule.
Working pattern
New recruits will be required to work full time out of our Bolton office during the training, consolidation and probation periods after which suitability for Hybrid working will be considered.
Part time and job sharing working patterns within working hours may be 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 will be required to work full time out of our Bolton office for at least 8 weeks to complete and consolidate training, after which colleagues should be able to adopt their agreed working pattern.
Complaints
If you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL [email protected] in the first instance. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission here to visit Civil Service Commission.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .
Diversity and Inclusion
Apply and further information
Contact point for applicants
Job contact :
- Name : Customer Hub Team
- Email : [email protected]
- Telephone : 0345 241 5365
Recruitment team
- Email : [email protected]
