Disability Services Administrative Officers - Barnsley

DWP are looking to fill Administrative Officer roles in Accessibility, Disability and Disputes Directorate. These are key roles for people who have a positive attitude, a desire for public service and want to make a different to people’s lives.

At Industrial Injuries Disablement Benefit (IIDB) we are committed to making a difference to the lives of others who become ill or are disabled because of an accident or disease either at work or an approved training course or scheme. Our mission is to support our vulnerable citizens and make an impact to their lives.

At IIDB, we welcome applications from everyone. We are committed to creating an inclusive and diverse workforce where everybody can thrive. If you want to make a difference to the lives of others and be part of the UK’s largest public services Department, Department for Work and Pensions (DWP), then this could be the career for you.

We welcome applications from candidates who can:

Actively seek to resolve customer queries at the first point of contact through incoming telephone calls or written correspondence and use your brilliant communication skills to handle sometimes complex yet rewarding conversations.

Working in a fast-paced environment to progress applications for IIDB quickly, effectively and accurately.

• To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
• To help and support our diverse group of customers by delivering a quality service, communicating clearly and effectively, providing accurate information, and influencing/negotiating to successfully resolve queries and/or action any changes to their personal circumstances in what can be difficult and sensitive situations.
• Take personal accountability for every customer/stakeholder you have contact with.
• Consider each customer’s case and information to make the right decisions at the right time.
• Maintaining clerical and electronic records.
• Accurately calculating and paying awards of benefit.
• Give clear and explainable reasons for your decisions.
• Be polite and professional, treating customers with respect.
• Adapting your behaviour to meet the needs of our diverse customers.
• To listen, be honest, be empathetic and compassionate and always remain composed and professional in what can sometimes be a challenging environment.
• To protect Departmental and our customer’s personal information adhering to all security policies and procedures.
• To ensure that all actions required to maintain the claimant’s account, digital and clerical records are completed promptly and accurately.
• To work on your own and collaboratively, effectively, and flexibly within a team and contribute towards team expectations.
• Proactively take accountability for managing the work assigned to you and your team.
• Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same.
• Use a range of computer systems, telephony, and digital platforms at the same time.