Job description
The role will involve a variety of activities which may include:
- Demonstrating strong telephony and digital communication skills with a diverse range of claimants.
- Developing your face to face customer interaction skills.
- Taking ownership and working effectively with colleagues across the DWP organisation.
- Tailoring your approach to accommodate individual circumstances and ensuring claimants receive the correct information or payment amount at the right time.
- Building positive relationships with claimants, that encourage, motivate and build trust, by demonstrating empathy and compassion.
- Handling sensitive and challenging situations with all claimants in a positive way.
- Following DWP policy and understand the impact on your work.
- Making decisions by examining the available facts and giving explanations to claimants as required.
- Taking ownership of your personal development by accessing digital learning and communications tools.
Person specification
To be successful in this role you will need:
- To be competent in delivering a quality service to a diverse claimant base via face to face and telephony interactions.
- To undertake self-serve learning to meet requirements of the role and enhance your digital confidence.
- The ability to work flexibly to meet changing priorities, managing a diverse workload.
- Be able to confidently tailor the service to meet the needs of the individual.
- To act on feedback to enhance quality of service delivery.
- To take ownership of complaints and supports their resolution.
- To be able to provide support where appropriate to claimants who require assistance.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Communicating and Influencing
- Making Effective Decisions
We only ask for evidence of these behaviours on your application form:
- Managing a Quality Service
Salary
Competitive
Monthly based
Location
Bothel and Threapland, Cumberland, England, United Kingdom, England, United Kingdom
Job Overview
Location
Bothel and Threapland, Cumberland, England, United Kingdom, England, United Kingdom
