DWP Administrative Officer – London & Eastern England

Overview

DWP Administrative Officer – London & Eastern England Jobs in London, England, United Kingdom at Department for Work and Pensions (DWP)

Title: DWP Administrative Officer – London & Eastern England

Company: Department for Work and Pensions (DWP)

Location: London, England, United Kingdom

East of England, London (region)

Job Summary

Are you good at helping others? Are you a good communicator?

Do you want to gain or improve your skills and experience in Customer Service and Administration?

If so, we would like to hear from you.

You’ll be part of DWP’s Operational Delivery team, at the heart of front-line operations. Our Jobcentre teams help change lives and make a difference in our communities by supporting over 20 million DWP users.

Job Description

This role is all about supporting our customers who are looking for work and claiming Universal Credit (UC). Day to day you will:

• Provide excellent customer service using your communication skills to help a diverse range of claimants, some with very complex needs.
• Encourage those claimants accessing UC to apply online and maintain their claims independently online where possible.
• Support to claimants claiming benefits, helping them to take ownership and responsibility for their claim and to prepare for how their benefit might change in the future.
• Provide coaching support to claimants, and directing them to an appropriate provider if necessary.
• Build positive, trust-based relationships with claimants that encourage and motivate.
• Handle sensitive and challenging situations with claimants.
• Identify the right ways to best support UC claimants, and refer to their work coach where appropriate.
• Confidently use digital services, and coach claimants to use digital job search methods i.e. job search websites, email, CV uploads and social media.

Location

See attachments for full list of locations. Applicants should consider suitable posts where they can travel to and from home and office location within a reasonable time; for their agreed contracted hours.

Please be aware that this role is a customer facing service delivery role and is not suitable for hybrid working. It can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.

About

This role is all about supporting our customers who are looking for work and claiming Universal Credit (UC). Day to day you will:

• Provide excellent customer service using your communication skills to help a diverse range of claimants, some with very complex needs.
• Encourage those claimants accessing UC to apply online and maintain their claims independently online where possible.
• Support to claimants claiming benefits, helping them to take ownership and responsibility for their claim and to prepare for how their benefit might change in the future.
• Provide coaching support to claimants, and directing them to an appropriate provider if necessary.
• Build positive, trust-based relationships with claimants that encourage and motivate.
• Handle sensitive and challenging situations with claimants.
• Identify the right ways to best support UC claimants, and refer to their work coach where appropriate.
• Confidently use digital services, and coach claimants to use digital job search methods i.e. job search websites, email, CV uploads and social media.

Location

See attachments for full list of locations. Applicants should consider suitable posts where they can travel to and from home and office location within a reasonable time; for their agreed contracted hours.

Please be aware that this role is a customer facing service delivery role and is not suitable for hybrid working. It can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.

Person specification

We’re Looking For People Who Can

• Provide a quality service to a diverse claimant base.
• Manage self-serve learning to meet requirements of the role and enhance your digital confidence.
• Work flexibly to meet changing priorities, managing a diverse workload.
• Confidently tailor the service you provide to meet the needs of the individual.
• Use feedback to enhance the quality of the service you provide.
• Take ownership of complaints and support their resolution.
• Provide support where appropriate to claimants who require assistance.

On Appointment, Successful Candidates Must Be Able To

• Work in person at your assigned Jobcentre location, collaborating daily with colleagues and drawing on peer support to deliver the best outcomes.
• Support customers face-to-face, building strong and positive relationships, while also using telephony and digital channels to meet the needs of both customers and the team.
• Work effectively in a fast-paced, busy environment, both independently and as part of a supportive team, sharing knowledge and seeking specialist support where needed.

Behaviours

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

• Managing a Quality Service
• Communicating and Influencing
• Making Effective Decisions

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service

Alongside your salary of £27,866, Department for Work and Pensions contributes £8,072 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

DWP have a broad benefits package built around your work-life balance which includes:

• Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
• Generous annual leave – at least 23 days on entry, increasing up to 30 days over time (pro–rata for part time employees), plus 9 days public and privilege leave.
• Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
• Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
• Family friendly policies including enhanced maternity and shared parental leave pay after 1 year’s continuous service.
• Funded learning and development to support progress in your role and career. This includes industry recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
• An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women’s Network, National Race Network, National Disability Network (THRIVE) and many more.

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours.

How To Apply

Stage 1 – Application Form (Part 1)

Complete the eligibility section of the application form.

Stage 2 – Tests

After submission of the first part of your application you will be invited to complete a Customer Service Skills Test. The Customer Service Skills Test is an online test of your skills and abilities in relation to customer service roles and provides a realistic preview of what is typically involved in such roles in the Civil Service.

The test assesses your skills and abilities in three ways:

• Your ability to manage difficult customers.
• Your judgement and decision-making abilities in relation to a range of scenarios customer service advisors are likely to encounter in the Civil Service.
• Your attention to detail and ability to work quickly and accurately under timed conditions.

If you successfully pass the Customer Service Skills Test you will be invited to complete the Civil Service Work Strengths Test.

This online assessment explores what you naturally enjoy and feel motivated by at work. It looks at how your preferences and behaviours align with the strengths required for the role, such as supporting customers, working as part of a team, and delivering high-quality service.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests is 23:55pm on Monday 13th July 2026.

If you fail to complete the online tests and full written application before the deadline your application will be withdrawn. Guidance for the tests will be available when you are invited to take them. The tests are administered online and accessed via the CS Jobs website.

Stage 3 – Application Form (Part 2)

If You Successfully Pass The 2nd Test, You Will Be Invited To Complete Your Application Using One Behaviour Which Will Comprise Of 250 Words On

• Level 1 Managing a Quality Service

In your 250-word statement provide examples of how things you have done in the past and your skills and experience, help you demonstrate the Civil Service Behaviour Managing a Quality Service (Level 1).

We recognise that AI may be helpful when applying for this role, but it is important to use it in the right way. Read our guide on how to make the best use of GenAI while ensuring your application remains authentic and effective. DWP – AI Candidate Guide , Civil Service Careers

Depending on application volumes, we may choose to invite all those who pass the 2nd test straight to interview and dispense with the sift stage. We may also raise the benchmark required on the 2nd test score. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

Stage 4 – Interview

The interviews will be conducted as live video calls. Invitation to interview with Microsoft Teams link will be sent to candidates who reach the final assessment stage.

The interview will last approximately 30 minutes and will consist of three questions based on the behaviours listed below:

• Managing a Quality Service
• Communicating and Influencing
• Making Effective Decisions

Proposed Sift And Interview Dates

Sift Period – From 14th July 2026 (if required).

Interviews – 10th August 2026 to 28th August 2026.

Please note this is subject to change depending on number of successful candidates reaching the final assessment stage.

Further Information

At the Department for Work and Pensions (DWP) we value diversity and inclusion and actively encourage and welcome applications from everyone, including those that are underrepresented in our workforce.

Find out more about working for DWP on the DWP Careers Hub.

Reserve List

A reserve list may be held for a period of 3 months from which further appointments can be made.

If you are placed on a reserve list but we cannot immediately offer you a post, please note:

• If you are later offered the role you applied for, in a location you have expressed a preference for, and you decline the offer or are unable to take up the post within a reasonable timeframe you will be withdrawn from the campaign and removed from the reserve list, other than in exceptional circumstances (e.g. a contractual Part Time Working Pattern cannot be accommodated in the initial role offered or in cases of serious ill health).
• If DWP makes an offer of an alternative role or location to that which you originally applied for, and you decline that offer, you will be able to remain on the reserve list.

Disability Confident Scheme

If high application volumes are received, the benchmark for candidates to proceed to the next stage may be raised. In line with our commitment to the Disability Confident Scheme (DCS), we aim to advance all candidates applying under the DCS who meet the minimum standard. However, we may only progress those candidates who best meet the required standards.

Reasonable Adjustments

We consider visible and non-visible disabilities, neurodiversity or learning differences, chronic medical conditions, or mental ill health. Examples include dyslexia, epilepsy, autism, chronic fatigue, or schizophrenia.

If you need a change to be made so that you can make your application, you should contact the Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.

Complete the “Reasonable Adjustments” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Integrity, plagiarism and Civil Service Principles

The Civil Service values honesty and integrity and expects all candidates to abide by these principles.

Please ensure that all examples provided in your application are taken directly from your own experience and that you describe the examples in your own words.

Examples Of Plagiarism Can Include

• Presenting the work, ideas and experience of others as your own
• Copying content or answers from an online or published source that is not your own

Disclosure and Barring Service and Internal Fraud Database Checks

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment. A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If successful and transferring from another Government Department, a criminal record check will be carried out.

Important

New entrants are expected to join on the minimum of the pay band.

Before applying for this vacancy, current employees of DWP should check whether a successful application would result in changes to their terms & conditions of employment, e.g. mobility, pay, allowances. If you are a current employee and are successful you must be able to be released from your current post within four weeks.

Those on protected TUPE/ COSoP terms and conditions applying on promotion or voluntary permanent level move will adopt DWP’s Terms and Conditions and this may have a different impact on pay and allowances. Please review this prior to acceptance of a role.

Civil Servants that would transfer into DWP from other government organisations, following successful application, will assume DWP's terms & conditions of employment current on the day they are posted, unless DWP has stated otherwise in writing. Accepting a post will be taken to mean acceptance of revised terms & conditions.

Civil Servants applying on promotion will usually be appointed to the salary minimum or within 10% of existing salary.

Any move to DWP from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may, however, be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at the Childcare Choices Website.

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.

Important

If you hold a level 3 qualification (2 A levels or equivalent) then please bring your certificates with you to the interview if you have them.

Feedback

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

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours.

Security

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Successful candidates must undergo a criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This Job Is Broadly Open To The Following Groups

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

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.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

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.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

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 : London & Eastern England Deployment Team
• Email : [email protected]

Recruitment team

• Email : [email protected]

Further information

Appointment to the Civil Service is governed by the Civil Service Commission’s Recruitment Principles. If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, you should in the first instance contact DWP by email: [email protected].

If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission. Click here to visit the Civil Service Commission.