Retirement Services Administrative Officer - Dundee

The Retirement Services Directorate is part of the DWP and provides pensions, benefits and retirement information for State Pension age customers in the UK (United Kingdom) and abroad, including processing new claims and maintaining on-going State Pension and Pension Credit claims; Delivering Bereavement Services; Paying Winter Fuel Payments; Paying disability and health benefits; Paying Carers Allowance.,

• Provide exemplary customer service to all our customers, primarily through telephony, taking time to explain complex issues.
• Use digital channels confidently to process benefit claims, ensuring we deliver the right outcomes for customers, in line with expectations.
• Take ownership and work effectively with colleagues across DWP to ensure we provide a quality service for customers.
• Tailor your approach to accommodate individual circumstances and ensure customers receive the correct payment amount, at the right time.
• Build positive relationships with customers that encourage, motivate, and build trust by demonstrating empathy and compassion.
• Handle sensitive, and sometimes challenging and difficult situations with all customers in a positive way.
• Be aware of DWP policy and its impact on cases.
• Make decisions by examining the available facts, adhering to current guidance.
• Provide explanations to customers as required.
• Take ownership of personal development by accessing digital learning and communication tools
  
  Therefore, you should be aware that when your FTA at DWP comes to an end, your employment in the Civil Service will end, unless:
• An extension to your FTA position has been agreed by DWP.
• A conversion to permanent status has been agreed by DWP.
• You are successfully redeployed into a suitable alternative post.
Extensions, conversions to permanent status and finding a suitable alternative role cannot be guaranteed at the end of the fixed term. Therefore, you must be aware of the risk associated with your accepting a new FTA contract with DWP, rather than transferring on loan. These will be office-based roles and you will be required to attend on a full-time basis (37 hours per week) for up to 16 weeks during your training and consolidation. Full training in the benefits system and the department's computer systems will be provided.