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DWP Administrative Officer Newcastle

Department for Work and Pensions

£9.51–11.54 per hour ()

Newcastle upon Tyne

Paid breaks
Well rated employer
4 weeks notice of shifts
7.1

Breakroom Rating for Department for Work and Pensions

Based on 215 ratings from their employees

See 36 employee reviews

About Department for Work and Pensions

Department for Work and Pensions is a Government department. They look after welfare and pension policies.

Job description from Department for Work and Pensions

  • Successful candidates will work collaboratively, effectively and flexibly within a team and contribute towards team expectations.
  • Our Administrative Officers communicate clearly and concisely and provide accurate information to a wide range of customers respecting diversity at all times.
  • They also navigate our computer systems making changes to account information and ensuring customers payments are correct.
  • You must be able to competently use the telephone as this is the primary means of customer contact through a combination of both inbound and outbound calls (prior telephony/Contact Centre experience is desirable but not essential).
  • You will also influence/negotiate where required to successfully resolve queries and difficult/sensitive situations and must remain composed and professional in what can sometimes be a challenging environment.
  • Demonstrating effective communication skills, treating customers and colleagues with respect and taking personal responsibility to deliver excellent customer service is also key.


Responsibilities

Key Criteria:
  • The ability to navigate a range of computer systems to action tasks and telephony queries on customer calls. (Lead Criteria)
  • The ability to communicate well with a wide range of diverse people/customers.
  • The ability to understand complex information and give explanations to people/customers.
  • The ability to handle challenging and potentially emotional situations with people/customers.
  • Work collaboratively, effectively, and flexibly within a team and contribute toward team expectations.
  • Demonstrate effective communication skills treating customers and colleagues with respect and taking personal responsibility to deliver excellent customer service.
  • To competently use the telephone as this is the primary means of customer contact through a combination of inbound and outbound calls; prior telephony/Contact Centre experience is desirable but not essential.


Behaviours

We'll assess you against these behaviours during the selection process:
  • Managing a Quality Service
  • Making Effective Decisions
  • Communicating and Influencing
  • Delivering at Pace


Benefits

  • A Civil Service pension with an average employer contribution of 27%.
  • Learning and development tailored to your role.
  • An environment with flexible working options.
  • 23 days Annual Leave (pro rata for part-time workers) in addition to Public and Privilege leave.
  • A culture encouraging inclusion and diversity.
  • Staff Recognition Schemes.
  • Bicycle Loan.
  • Season Ticket Loan.
  • Employee Discounts.
  • Staff Wellbeing.
  • Give as you Earn.


Things you need to know

Security

Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Strengths and Experience.

Stage one: Application form and Personal Statement:

As part of the application process, you will be asked to complete a 500-word personal statement. Further details about what this will entail are listed on the application form and below.

When completing your personal statement of up to 500 words please read and understand the Key Criteria thoroughly, as this is what your written evidence will be assessed against.

Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criterion separately, however, one narrative example may cover and evidence several key criteria.

You may not be able to meet all the key criteria, but please ensure you evidence: the key personal requirements and what have you done that relates to the requirements. You dont have to explain the whole process, just what you have done and the skills and experience you have used. Share with us what makes you suited to this role and why, what you can do and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role.

Once you have submitted your application it cannot be amended. Only submit your application when you have completely finished and answered all the relevant questions. Late applications will not be accepted.

Written Sift:
Should a large number of applications be received, an initial sift may be conducted using the lead criteria, The ability to navigate a range of computer systems to action tasks and telephony queries on customer calls. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/interview.

Sift dates to be confirmed.

Stage two: Interview Stage:
If successful following the sift you will be invited to a blended interview, assessing the behaviors listed and strengths.
Please note that interviews will be recorded video interviews and you will need to use your personal device to access the platform.
The interview will include strength-based and behaviour questions and you will be asked to provide examples against each. .
Further information about the Interview process can be found in the Candidate Pack.

Interviews are expected to take place between 17 October 2022 and 24 October 2022

Further Information

A reserve list may be held for a period of 6 months from which further appointments can be made.

This is a Temporary Appointment for 18 months with the possibility of extension or permanency but no guarantee.

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 here

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service 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 Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

New entrants are expected to join on the minimum of the pay band.

Existing Civil Servants and applicants from accredited NDPBs are eligible to apply, but will only be considered on loan basis (Civil Servants) or secondment (accredited NDPBs). Prior agreement to be released on a loan basis must be obtained before commencing the application process. In the case of Civil Servants, the terms of the loan will be agreed between the home and host department and the Civil Servant. This includes grade on return.

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 applicants 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.

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. 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.

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 candidates failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.

Important
If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via dwprecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the Assistance required 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 youre 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.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:
  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

What employees say

Pay

    Good
  • People are paid minimum wage

    Do Department for Work and Pensions pay admin officers minimum wage?

    Yes. Most people are paid above the minimum wage.

    How we know this

    92% of people say they are paid at or above the legal minimum wage.

    Based on data from 62 people who took the Breakroom Quiz between September 2021 and September 2022.

  • Good
  • Most people are paid a living wage

    Do Department for Work and Pensions pay admin officers enough to live on?

    Most people are paid a living wage.

    How we know this

    83% of people say they are paid at or above the Real Living Wage for where they live.

    Based on data from 54 people who took the Breakroom Quiz between September 2021 and September 2022.

    Why this matters

    Everyone should be paid enough to live on.

    The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living. It is currently £9.90 per hour, and £11.05 per hour in London.

    Find out more in our explainer about the Real Living Wage.

Hours and flexibility

    Good
  • Most people get a choice of shifts

    Do admin officers at Department for Work and Pensions get to choose the shifts they work?

    Most people get enough choice over which shifts they work.

    How we know this

    80% report that their manager gives them enough choice over which shifts they work.

    Based on data from 10 people who took the Breakroom Quiz between May 2021 and August 2022.

    Why this matters

    A good job is flexible around your personal life. This means you get a say in when you prefer to work.

  • Good
  • Easy to book holiday

    How easy is it for admin officers to book a holiday at Department for Work and Pensions?

    Most people find it easy to book holiday.

    How we know this

    70% of people report it’s easy to book holidays.

    Based on data from 57 people who took the Breakroom Quiz between September 2021 and September 2022.

    Why this matters

    A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.

Workplace

    Okay
  • Only some people feel treated with respect

    Do admin officers at Department for Work and Pensions feel treated with respect by their managers?

    Some people don’t feel treated with respect by their managers.

    How we know this

    39% of people say they’re not treated with respect by their managers.

    Based on data from 54 people who took the Breakroom Quiz between September 2021 and September 2022.

    Why this matters

    Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.

Find out more about working at Department for Work and Pensions

Reviews from Department for Work and Pensions employees

  • Best thing

    Being able to help vulnerable people and people struggling financially

    Worst thing

    System issues and not being able to help vulnerable people and people struggling financially

    7.7

    Department for Work and Pensions Employee, March 2021

  • Best thing

    Flexi time, holidays, maternity leave, sick pay.

    Worst thing

    Being on the phone most of the day taking death calls. Some people get away with doing very little for the same pay. Some colleagues are not very good at the job and nothing happens to them.

    8.5

    Department for Work and Pensions Admin officer, February 2021