DWP Careers – Compliance and Debt

About the job

Location

Treforest Ty Taf

Job Summary

About the job

Why work here?

Are you looking to enhance or gain experience in both Customer Service and Administration? Do you enjoy helping others? If so, we would like to hear from you.

We have varied, exciting and challenging roles available within our Counter Fraud and Compliance Directorate (CFCD) team. Our aim is to drive down the level of fraud, error and debt within the benefit system, to protect the public purse, as well as protecting those most vulnerable in our society.

As an Administrator (Debt Officer), you will be at the heart of our front-line operations, assisting our customers by providing a high quality, empathetic service. As part of a supportive team, you’ll be listening to customers and agreeing suitable solutions – you’ll be able to make a real difference.

If you want to join somewhere that recognises the importance of work-life balance, where you can learn new skills and progress your career, then CFCD is the place for you.

Come and join the CFCD team today!

Please refer to the Supporting Document attached which contains Job Description and Terms & Conditions

Job Description

What will you be doing?

• Providing excellent customer service over the phone, through inbound and outbound telephone calls and via correspondence
• Dealing effectively and professionally with enquiries from customers and organisations
• Often acting as the first point of contact for our customers, you will be negotiating the repayment of debt and loans by telephone
• Communicating clearly and concisely, respecting diversity at all times
• Ensuring information and data is recorded accurately and that case records are up to date

Person specification

As An Administrator (Debt Officer) You Will

• Be able to work effectively both alone and within a team – treat colleagues with respect, display integrity, support others and act as a positive role model
• Have effective communication skills – take personal responsibility for providing outstanding customer service
• Be willing to learn – you will receive high-quality, tailored training in DWP’s digital systems, policies, and procedures
• Be adaptable – have a positive and flexible attitude, able to be proactive and problem solve
• Have good attention to detail

Essential Criteria

The ability to speak Welsh is essential for this job role.

Languages

The ability to speak Welsh is essential for this job role.

Behaviours

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

• Communicating and Influencing
• Working Together

Benefits

With great benefits including:

• Generous annual leave – 23 days on entry, increasing up to 30 days over time (pro–rata), plus bank holidays
• Training and apprenticeships and up to 5 days’ personal development & learning allowance
• Flexible/hybrid working
• Employee discount schemes
• Free wellbeing support
• Opportunities to make a real difference through joining forums, initiatives & charities
• Interest free travel loans
• Vodafone advantage discount scheme
• Highly sought after civil service pension

Things you need to know

Selection process details

This vacancy is using

Additional Information

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this search:

The ‘Great Place to Work for Veterans scheme’ makes it easier for veterans to join the Civil Service. For further information please go to the Civil Service

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. For further information please go to the Civil Service

How To Apply

Stage 1- Application form

Please complete the application form in English or Welsh

Stage 2 – Selection

After submitting your application, you will be invited to submit (up to 250 words per behaviour) your evidence against 2 Civil Service Behaviours – Communicating and Influencing and Working Together Level 1.

Welsh Version

English Version

Should a large number of applications be received, an initial sift may be conducted using the lead behaviour Communicating & Influencing. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.

If you meet the required standard following the sift and your application is successful, you will receive an invitation to a Microsoft Teams interview. This will be a Blended Interview in Welsh where you will be asked a mixture of Behaviour and Strength questions. A Blended interview aims to be more of a conversation at interview offering an inclusive approach. The Strength and Behaviour based questioning explores what you can and have done, as well as your potential.

At interview you will be assessed in Welsh against 2 Civil Service Behaviours (Level 1)

• Communicating and Influencing (Lead behaviour)
• Working Together

The evidence you provide must relate to your own thoughts and experiences.

Feedback will only be provided following an interview.

Stage 3 – Offer

If you are successful at the interview stage, we will be in touch to offer you a role or confirm that you have been added to the Reserve List. Offers will be made in strict merit order with offers being made to the highest scoring candidates first.

If we are unable to offer you a role initially, we will place your name on a reserve list for up to 6 months. The reserve lists may also be used to offer future permanent opportunities which are considered similar in criteria and responsibilities, not necessarily restricted to the current locations included in the advert. They may also extend to permanent opportunities which arise across the wider DWP network. Any such offers would be made in strict merit order to all candidates remaining on the reserve list. The location and job role would be fully explained to you. Refusal of the offer would not change your reserve list position.

Further Information

Training requirements

You will be required to undertake training which is necessary for you to perform your role. This will be provided by the Department for Work and Pensions at no cost to you.

Every effort will be made to arrange for training to be held during your agreed normal working hours. Exceptionally, where this is not possible, you will need to be prepared to adjust your normal hours to attend for training and pay will be adjusted accordingly. In these circumstances you will be given details of your revised times of attendance for the period of the training event by management. Time off in lieu may be taken as an alternative to payment at the discretion of your manager and subject to the needs of the work where appropriate.

Location

Certain job roles 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.

Apprenticeships

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

Complaints

If you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL ([email protected]) in the first instance. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission

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

Security

Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete

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
• 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

Working for the Civil Service

The

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

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.

Apply and further information

This vacancy is part of the

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job Contact

• Name : SSCL Customer Hub Team
• Email : [email protected]
• Telephone : 0345 241 5365

Recruitment team :

• Email : [email protected]

Further information