Department for Work and Pensions (DWP)
DWP Administrative Officer - London & Eastern England
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Customer Service Officer (Universal Credit Support) – DWP Operational Delivery
Location
East of England, London (region)
The role is ** customer-facing** and based in a Jobcentre location. Relocation costs will not be reimbursed. Role requires full-time attendance at the office—no hybrid working.
Job Summary
Are you passionate about supporting others? Do you enjoy helping people navigate complex processes with empathy and clarity?
DWP’s Operational Delivery team is seeking Customer Service Officers to assist claimants with Universal Credit (UC) and job searches. This role is all about:
- Providing compassionate, high-quality service to a diverse range of claimants
- Supporting individuals in managing their UC claims digitally where possible
- Empowering claimants to take ownership of their claims and plan for future changes
- Coaching claimants on digital job search tools, communication, and self-sufficiency
If you thrive in a fast-paced, supportive environment with opportunities to develop professionally, apply today.
About the Role
As a Customer Service Officer within the Department for Work and Pensions (DWP), you will:
- Deliver exceptional customer service to a diverse client base, including those with complex needs or challenges.
- Encourage digital engagement—help claimants register online, self-serve their claims, and maintain independence in managing their UC.
- Assist claimants with claim ownership—guide them through the process, prepare for potential changes (e.g., financial adjustments, sanctions), and reduce dependency on employee support.
- Provide coaching—for example, helping claimants use job search websites, CVs, and email efficiently.
- Build trust and motivation—create a positive, relationship-focused experience that empowers claimants.
- Respond professionally to sensitive or challenging situations, ensuring confidentiality and sensitivity.
- Leverage digital tools—awareness and support for online job sites, email, CV uploads, and social media to aid claimants.
- Refer appropriately to work coaches or partner agencies where specialist support is needed.
Key Work Writing
- Primarily assisted delivery—no hybrid options. Role focuses on supporting claimants to progress independently.
- Compact hours are considered within attire terms and hormones should be met professionally.
Person Specification
Qualities We’re Looking For
| Quality | Details |
|---|---|
| Customer Focus | Deliver high-quality service to diverse claimants. |
| Self-Learning | Proactively improve knowledge to meet role requirements and align to some systems application. |
| Flexibility | Adapt to fluctuating demands and prioritise a dynamic workload. |
| Tailored Service | Customise support to fit individual claimant needs effectively. |
| Feedback-Conscious | Use continuous bi-directional feedback to improve customer experience. |
| Complaint Resolution | Own and effectively address complaints to deliver remedial results. |
| Supportive Assistance | Provide guidance to claimants requiring extra support in fetching confidence. |
General Skills Needed Upon Entry
| Requirement | Details |
|---|---|
| Face-to-Face Engagement | Engage directly every day with colleagues to collaborate effectively while network support. |
| Multichannel Support | Serve customers via telephony, digital channels, and face-to-face. |
| Team and Independence | Work effectively both autonomously and collaboratively within a fast-paced environment. |
| Customer Awareness | Focus accountable-centric decisions and conversations in service delivery. |
| Motivational Coaching | Build relationships, foster motivation, and align support when directed. |
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Key Behaviours
Assessment Focus
The assessment covers behaviours critical for your success:
- Managing a Quality Service
- Communicating and Influencing
- Making Effective Decisions
During the Recruitment Process
Candidates should provide evidence from personal experiences for the following behaviours in the application √️:
Managing a Quality Service Demonstrate the skills you’d use to ensure consistent high standards in service delivery.
Benefits Package
Remuneration
- Base salary: £27,866
- Pension enhancement: DWP contributes an additional £8,672 to your transfer to the Defined Benefit Pension Scheme.
Work-Life Balance
- Job-sharing, term-time adjustments, flexi-time, and compressed hours.
- €23+ days annual leave (prorata for part-timers), increasing to 30 days with tenure (plus 9 days public/privilege leave).
- Financial and wellness support, including:
- Interest-free season ticket loans
- Denment
- Private healthcare within annual cycle, channel DC
- Cycle-to-work scheme
- Employee discount (apply broadly across sectors).
Wellbeing and Wellness Support
- Employee Assistance Programme: provide advice and counselling support.
- HASSRA membership: physical and cultural Taiwan’s network membership for inclusive competition and clubs with specialist support.
Family Support
- Extended leave (post full year’s service within maternity and shared parental leave at improved rates).
Professional Development
- Fully funded qualifications—e.g., certifications, coaching, mentoring advisory mentoring engines.
- Work-based learning opportunities, mentoring, and nameyard-point schemes.
Detailed Application Process
Stage 1: Eligibility Check
- Complete the eligibility portion of the application form.
Stage 2: Skills Assessment Preparations
After Stage 1, you will be considered to complete:
1. Customer Service Skills Test
- Purpose: evaluates your ability to handle call types, guide hospitality decisions, and attention determinant (+Gene Agency scalars supporting speed tier operations).
- Duration: assessed under time conditions.
- Expectations: Assess your notice quality. Timely focus within 48 quarter-stints is preferred, and the last run week ends 23:55 on Monday, July 13 (2026).
Process:
- Upon submission, you receive an invitation to perform this test.
- Support is not expected if the *deadline is missed (hurts your chances).
2. Civil Service Work Strengths Test
If you pass the Stage 1 assessment, you progress to:
- This charboard test focuses on personal dietary areas you enjoy, linking preferences to job roles.
- IT's relevant to operations like support customer relationships, driving team collaboration, and maintaining solid quality assurance.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Again, completion time is immediately advised, keeping score consolidation within nine metrics of stage submission expeditions.
Stage 3: Application Form (Part 2)
Upon success at the 2nd test, candidates must:
- Add assessment answered for Part 2: a 250-word statement focusing on ‘Managing, a Quality Service (Level 1).
- Must supply clear, relevant and factually authentic examples from personal experience.
Stage 4: Interview
If the application triage is noteworthy through any threshold induced from policy or applicant technical volume, the nature of the process directly broached interviews detrinsparents.
Interviews Context
- Live Microsoft Teams calls format
- Duration: Around 30 minutes
- Structure: Three questions based on prior-behavioural bundles:
- Management in service
- Communicating impacts and decisions (information isn't overloaded)
Sift Dates
- Evaluation Post: 14 July 2026 (if needed)
- Interview Period : Culmination of 10 August to 28 August 2026 Mods may appear dependent on applicant(tial progression counts).
Legal Information
Investigations and Valid Abilities
- Some applicants may list unprogrammed experience and supervisory questions. Actively relay your practicality first, before appealing reasoning-connected disclaimed assumptions. Documentation and fundamental challenges may derrivate controllable reviews under a disability-friendly assessor scheme.
Reasonable Adjustments
- Submit requests in advance via email preface:
DWPRecruitment.grs@cabinetoffice.gov.ukat the earliest. Specific notes for challenges, (e.g., wheelchair access or language barriers) submitted via the form’s "Additional requirements" footer.
Security
All assigned candidates complete Department baseline security checks:
- Criminal utilities check and examination: required standards of site detection standards.
Nationality and Suitability
Applicants must meet Civil Service nationality rules, including UK, Irish, and specific Commonwealth or EU appointments contingent to postile right.
If denied, Europe may remove you plausively and return lucent observations to follow the way fair application Archie Principles adhere to Civil Service Commission functionality.
Feedback
Only candidates who reach interview or reassessment stages can receive post-procedure and post-assessment feedback.
Contact
- General inquiries apply via: londonessex.deploymentteam@dwp.gov.uk
- Recruitment merits: precise administration enquiries sent through:
dwprecruitment.grs@cabinetoffice.gov.uk
For consultation regarding recruitment’ concerns:
→ HR.BUSINESSASSURANCE@DWP.GOV.UK (Technical violation) Learn more about the civil mode review from ethers Civil Service Commission.
Model Diversity and Inclusion
The Civil Service promotes equal opportunities, encourages diversity and international country attention. Explore:
- DWP Careers Hub:.gov.uk/ukwork
- Central Access List: Reserve Actively throughout the listing.
- Recruitment Disability a Framework:
reasonable adjustmentintended support seen from unique competitors.
Key Inclusions
Police purgers, transgender identities, neurodivergent applications, mental health employees, etc. are welcomed.
Misconception permanently imposed: Security levied among defined confidentiality procedures.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location