Job Description

• The ability to communicate by phone.
• Communicate well with a wide range of diverse people/customers and deliver an excellent customer service.
• Handle challenging difficult situations, including potential emotional situations, with people/customers, by phone or other methods.
• Understand and interpret complex information and provide timely explanations.
• Navigate a range of computer systems to action tasks, change of circumstances and telephony queries on customer calls.
• Work collaboratively and build strong and proactive working relationships with colleagues in all parts of DWP.

Working as part of a team.

Behaviors

We'll assess you against these behaviors during the selection process:

• Managing a Quality Service
• Making Effective Decisions
• Communicating and Influencing
• Delivering at Pace

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension

Required Knowledge, Skills, and Abilities

Work collaboratively, effectively and flexibly within a team and contribute towards team expectations. Demonstrate effective communication skills treating customers and colleagues with respect and taking personal responsibility to deliver excellent customer service.To competently use the telephone as this is the primary means of customer contact through a combination of inbound and outbound calls; prior telephony/Contact Centre experience is desirable but not essential. To deal with a diverse range of people, communicating effectively, providing accurate information, influencing/negotiating where required to successfully resolve queries and difficult/sensitive situations; To remain composed and professional in what can sometimes be a challenging environment.