Working Age National Operations Hub Customer Experience and Advance Support Officer

People depend on us to accurately deliver these primary benefits on time, which are crucial and often the only source of income for them.

We deliver these services from offices the length and breadth of the UK. Team members in different locations help to ensure that we are processing cases or answering customer queries to ensure a great customer experience. It is a fascinating, and surprisingly diverse, portfolio of support that we provide.

The National Operations Hub is a high-profile team that sits at the heart of Working Age providing insight, resourcing and performance intelligence to influence design and delivery improvements to how Working Age services are delivered.

This is an exciting opportunity to take forward a role within a multi-functional team sitting at the heart of Working Age Operations providing support, advice, and leadership to colleagues across the business.

We are looking for a highly motivated and creative individual to join our dynamic and innovative National Operational Hub to support the service delivery of Working Age functions. You will provide support across key areas which underpin WA Operational Delivery.

You will play a key role in providing advice and coaching to colleagues to safeguard delivery of a caring and compassionate customer service. Taking personal responsibility to manage and progress in-depth enquiries/activities at pace, demonstrating excellent knowledge of the customer’s vulnerabilities and diverse needs to ensure they receive the right support at the right time.

You will play a key role in supporting Complaint Resolution Managers by gathering critical information, working with operational stakeholders to progress outstanding actions to ensure complaint activity is completed within service level agreements.

You will be responsible for supporting Operational Colleagues with enquiries in relation to Universal Credit (Natural/Managed Migration) to ensure quick resolution.

You will be communicating with DWP Senior Leaders and internal/external stakeholders including Local Authorities and Emergency Services, demonstrating a professional and sensitive approach to provide wrap around customer support and improve the customer’s experience.

You will work on your own and as part of an inclusive and diverse team, identifying learning and coaching others including senior leads to ensure we deliver a quality service.

Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same.

Protect Departmental and Customers’ personal information.