National Service Telephony Agent Administrative Officer Milton

Job description

As National Services Telephony Officer, their primary role will be handling contact from customers effectively and efficiently. This will involve:

• Handling customer queries by telephone (both inbound or outbound) and correspondence.
• Undertaking appropriate processing of work, ensuring various IT systems are updated with accurate information.
• Ensuring Data Protection, Internal processed and Standards of Behaviour are adhered to.
• Deliver strong telephony and digital communication skills to a diverse range of claimants.
• Assist customers by answering queries or directing them to the appropriate channels/services.
• Promote the use of our digital channels where it is appropriate.
• Deliver strong telephony and digital communication skills to a diverse range of claimants. Identify vulnerable customers and take appropriate action.
• Ensure at the conclusion of your call that your customer understand the next steps and what they need to do.
• Ensure you record accurate notes of actions taken and advice on next steps ensuring various IT systems are updated.
• Ensuring Data Protection, Internal processed and Standards of Behaviour are adhered to.
• Manage telephone calls and national inbox enquiries.
• Manage own development, particularly digital ways of working.
• Maintain the security and integrity of customer information.
• Be vigilant in preventing fraud and error.
• Taking prompt action to make referrals to fraud or compliance colleagues when appropriate.

Person specification

To be successful in this role you will need to:

• Have good listening skills, be adaptable and treat each customer as an individual.
• Have good verbal and written communication skills.
• Handle customer telephone calls to deliver excellent customer service whilst managing customer expectations.
• Manage your workload and development to keep up to date with Service changes.
• Be able to encourage and support customers to use our digital service.
• Build effective relationship with customers and colleagues to deliver successful outcomes.
• Be able to make informed decisions and communicate this sensitively.

Behaviours

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

• Managing a Quality Service
• Communicating and Influencing

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service

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%

Location

Applicants should apply for suitable post where they can travel to and from their home office location daily within a reasonable time.

Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.

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 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.

Things you need to know

Selection process details

This vacancy is using Success Profiles (opens in a new window) , and will assess your Behaviours and Strengths.

As part of the application process, you will be asked to complete a 250-word Behaviour statement. Further details around what this will entail are listed on the application form.

Selection will be by written sift and Interview. Candidates who are successful at sift, will be invited to complete a Microsoft Teams interview.

We'll assess you at Level 1 against these behaviours during the selection process:

• Managing a Quality Service - Sift and Interview
• Communicating and Influencing Interview

Please note depending on the volume of applications we may choose not to sift Managing a Quality Service and invite those who are eligible to apply straight to interview where it will be covered in the Interview process.

The Interview Process

This will consist of two behaviour-based questions based on the two behaviours listed above and 2 strength-based questions, which will last approximately 30 minutes this is called a Blended Interview. Further details regarding the process will be included in the invite to interview.

How to Apply , Civil Service Careers (civil-service-careers.gov.uk) provides advice and tips on applying for roles in the Civil Service.

Our DWP recruitment video https://youtu.be/enNv0kHk_-4 includes current colleagues talking about what it's like to work in DWP. The video is hosted on the DWP YouTube channel

Sift and interview dates to be confirmed.

Reasonable Adjustment

At DWP we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

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 Government Recruitment Service 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 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.

Further Information

Find out more about Working for DWP

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

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

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 https://www.childcarechoices.gov.uk

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.

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. Applications will be screened and if evidence of plagiarism or copying examples/answers from other sources is found, your application will be withdrawn. Internal DWP candidates may also face disciplinary action.

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.

If successful and transfe rring 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 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 Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email [email protected]

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.

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

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

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) (opens in a new window)
• 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

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window) .

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.