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Operational Delivery Professional - Swansea

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Department for Work and Pensions (DWP)

3d ago

  • Job
    Full-time
    Entry Level
  • Customer Relations
    People, HR & Administration
  • Swansea
  • 11d left

AI generated summary

  • You need strong verbal/written communication, resilience, customer focus, organizational skills, digital competence, and the ability to handle complex information. Welsh language skills are a plus.
  • You will handle phone calls, resolve benefit claims, ensure accurate payments, manage sensitive inquiries, and stay updated on policies while taking ownership of your personal development.

Requirements

  • People who can confidently use the telephone. This will be your key task, and you will spend most of your day on the telephone receiving inbound and making outbound calls. (Essential Skill). Prior telephony/contact centre experience is desirable but not essential.
  • People with strong verbal and written skills, including the ability to communicate detailed information to others clearly so it is easy to understand (The ability to effectively communicate in English, both verbally and in writing is an Essential Skill).
  • Enthusiastic people who are passionate about providing a really positive, efficient customer experience, ensuring that everybody you supports gets great customer service.
  • People who are resilient and can remain calm in challenging situations. Sometimes difficult conversations on the telephone with our customers are needed, and we need you to be able to successfully resolve queries in what can be challenging and sensitive situations.
  • People who are hardworking, well organised and can balance and prioritise a variety of tasks.
  • People who can gather and understand sometimes complex information, using guidance and legislation to make decisions.
  • Digitally competent people who can navigate multiple IT systems.
  • The ability to speak Welsh is desirable.

Responsibilities

  • Making and receiving telephone calls while addressing queries and progressing new/existing benefit claims (multi-tasking).
  • Taking ownership of cases, working with colleagues across DWP to ensure queries are resolved, benefit payment amounts are correct and paid on time.
  • Handling sensitive and sometimes challenging telephone calls, in a positive, compassionate and professional manner.
  • Ensuring all information provided to customers is accurate, timely and easy to understand.
  • Making decisions by examining the available facts, adhering to current guidance.
  • Taking responsibility for personal development by keeping up to date with DWP policies and accessing appropriate learning.

FAQs

What are the working hours for this role?

The telephone lines are currently open from 8am to 6pm, Monday to Friday, with the potential for future Saturday working depending on business needs.

Is prior telephony experience required for this position?

Prior telephony/contact centre experience is desirable but not essential; what is essential is the ability to confidently use the telephone.

Are there opportunities for professional development in this role?

Yes, there are fantastic opportunities for development and progression as part of one of the biggest organizations in the UK.

What is the salary for the Operational Delivery Professional position?

The salary for this role is £27,866, with an additional contribution of £8,072 towards the Civil Service Defined Benefit Pension scheme.

How long will the training and consolidation period last?

The training and consolidation period will last up to 26 weeks and will be 100% office-based.

Is proficiency in Welsh required for this role?

The ability to speak Welsh is desirable but not essential for the position.

How do I apply for this role?

To apply, you need to complete several stages, including an eligibility section, a Customer Service Skills Test, and a personal statement by the specified deadlines.

What type of tasks will I be performing daily?

Daily tasks will include making and receiving telephone calls, addressing queries, progressing benefit claims, and handling sensitive and sometimes challenging calls.

Is there any support available for employees’ health and wellbeing?

Yes, the organization offers health and wellbeing support, including an Employee Assistance Programme for specialist advice and counselling.

Are there family-friendly policies in place?

Yes, there are family-friendly policies, including enhanced maternity and shared parental leave pay after one year’s continuous service.

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Department for Work and Pensions (DWP)

The Department for Work and Pensions (DWP) is responsible for welfare, pensions and child maintenance policy.

Government
Industry
10,001+
Employees
1948
Founded Year

Mission & Purpose

The Department for Work and Pensions (DWP) is the UK’s largest government department and is responsible for welfare, pensions and child maintenance policy. It administers the State Pension and a range of working age, disability and ill health benefits, serving around 20 million customers. DWP is responsible for understanding and dealing with the causes of poverty rather than its symptoms encouraging people to work and making work pay encouraging disabled people and those with ill health to work and be independent providing a decent income for people of pension age and promoting saving for retirement providing value for money and reducing levels of fraud and error reducing work-related death and serious injury in workplaces through the Health and Safety Executive DWP is a fast paced organisation which puts leadership at the centre of its transformation journey. The majority of DWP colleagues are part of the Operational Delivery Profession (ODP) – providing customer service to DWP’s 20 million customers across the UK. ODP is a thriving, inclusive professional community that supports colleagues and encourages them to learn, develop, grow and progress in their career to reach their full potential.