Administrative Officer DWP

Job summary

About the Job

DWP are looking to fill Administrative Officer roles in Disability Services, Access to Work.

Access to Work is a UK government scheme that provides practical support for people with a disability, health condition, or neurodivergence to help them do their job. Depending on individual needs, it can fund things like specialist equipment, workplace adjustments, support workers, or help with travel to work. The support is tailored to the person and is designed to remove barriers so everyone can work effectively and confidently. These are key roles for people who have a positive attitude, a desire for public service, and want to make a difference to people’s lives.

We welcome applications from candidates who can communicate effectively with a diverse range of customers, work confidently in a fast‑paced environment, and apply clear thinking to resolve queries and support service delivery.

You will be asked for your preferences for up to 3 of the locations advertised, telling us where you would prefer to work if you are successful. Please do not select a location unless you are prepared to accept a role and be based and work in that location.

This role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.

On appointment successful applicants must:

• Be able to work on site, in person, in the location you are posted to.
• Be able to speak with our customers face to face via inbound and outbound and telephony and digital contact will also be an essential requirement.
• Be able to work in a fast paced, busy environment as part of a team and independently.

The number of days that anyone will be able to work at home will be determined primarily by business need but personal circumstances and other relevant circumstances will also be taken into account. If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.

Job description

This role includes a mix of telephony, casework, and administrative tasks. While telephony is an essential part of the role, it is not the only element. Typical duties may include:

Customer Contact & Telephony

You will confidently handle inbound and outbound telephone calls, providing clear explanations, resolving queries, gathering information, and signposting customers appropriately, including in difficult or sensitive situations.

Use digital and telephony systems to support customer interactions, record outcomes accurately, and progress cases effectively.

Casework & Administrative Activities

Process updates to customer records, action changes in circumstances, and ensure all information is recorded promptly and accurately.

Consider each customer’s case as a whole and take appropriate actions based on available information and guidance.

Provide clear and explainable reasons for decisions or next steps.

Maintain clerical and electronic records to departmental standards.

Professionalism & Service Delivery

Take personal accountability for every customer or stakeholder you deal with.

Communicate clearly and respectfully, adapting your approach to meet the needs of our diverse customers.

Follow all departmental guidance, processes, and security requirements, ensuring customer information is protected at all times.

Teamwork & Development

Work independently and as part of an inclusive team, contributing to shared goals.

Support colleagues and contribute to a positive team environment.

Take responsibility for your own learning and development, proactively building your skills and supporting others to do the same.

Person specification

Key Criteria

What we are looking for:

• Ability to communicate clearly, confidently, and concisely both verbally — including frequent communication via telephone and in writing. (Lead Key Criteria)
• Strong listening skills and the ability to show empathy where appropriate.
• Ability to identify problems, gather and interpret information, and use sound judgement to resolve issues.
• Ability to navigate multiple systems confidently, sometimes while on a customer call.
• Display confidence in handling sensitive or challenging situations.
• A commitment to continuous learning and developing new skills.
• Able to work well with others as part of a team, supporting shared tasks and helping to provide a quality service.

Transferable Skills​

You gain these from school/university, previous jobs, projects, voluntary work, hobbies and interests.

Could you adapt these skills to become a Case worker? Some examples below:​

• ​Do you have previous experience of customer service or call handling?​
• Are you self-motivated and can motivate others?​
• Can you develop relationships with a diverse range of people?​
• Do you have good listening skills and/or strong communication skills?​

Behaviours

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

• Communicating and Influencing
• Managing a Quality Service
• Working Together

Benefits

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.

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.

Things you need to know

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, Strengths and Experience.

STAGE 1 - Complete the eligibility section of the application form.

STAGE 2 - Online Assessment

At the point of submitting your application you will be guided to an online tool which will assess your customer service skills. You will need to pass the Civil Service online test to progress through to the written sift and interview.

Please complete the online tests as soon as possible (within 24-48 hours is recommended), the closing date for the tests, submission of your personal statement and application is 23:55 on 11 May 2026. If you fail to complete all of the stages before the deadline your application will be withdrawn. Guidance for the test will be available when you are invited to take the test. The tests are administered online and accessed via the CS Jobs website.

Online Maintenance

Our online test supplier will be performing scheduled maintenance between 4pm - midnight on 3rd May 2026 and midday to 1pm on 10th May 2026. You will be unable to access tests during this period.

If you are in the middle of a test when the maintenance begins, your progress will be paused. You will be able to resume your test from where you left off via your application centre once the downtime has ended. Please note that you will not be able to launch any new tests while the system is offline.

*IMPORTANT: After the deadline, we may look at all applicant scores to decide what the test’s pass mark will be. We will consider the impact on protected groups and the number of invitations to the next stage.

We may decide to raise the pass mark for the test - if so, you will be informed, and you will be told if you have passed or failed at the raised standard. Meeting the minimum test requirements for a job level is no guarantee of an invite to continue the selection process.

STAGE 3 - Personal Statement

If you pass the Customer Service Skills Test you will be asked to complete a Personal Statement of no more than 250 words. This will be assessed against the Key Criteria within the responsibilities section of the advert.

When completing your Personal Statement, please read and understand the Key Criteria on slide 6 of the candidate pack thoroughly as this is what your written evidence will be assessed against.

Your layout is entirely your preference; you may choose narrative, bullets, etc. You may choose to address each criteria separately, however, one narrative example may cover and evidence several Key Criteria. You may not be able to meet all the Key Criteria, but please ensure you provide as much evidence as you can to allow us to assess your skills, knowledge and experience.

Share with us what makes you suited to this role. We would like to find out what you can do, the skills you hold and the life experience or passion that you have that could be aligned to the Key Criteria.

In the event of a large number of applications we will use the Lead Key Criteria to initially assess your application at the sift stage.

​The written evidence you provide must relate to your own experiences. ​

​If you do not have work-based examples then please give examples from school/college, clubs, volunteering or other activities you have been involved in.

If you fail to submit your Personal Statement before the deadline your application will be withdrawn.

Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.

​What it was, How you approached the work/situation and what the Outcomes were, what did you achieve? Or What was the Situation? What were the Tasks? What Action did you take? How/what did you learn through a Review? ​

Disability Confident Scheme candidates

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.

​If you are successful with the sift of the written evidence for your Key Criteria, the final stage of the process is to be invited to an interview.​

Sift and interview dates to be confirmed for all applications.

STAGE 4 – The Sift

The sift is scheduled to commence w/c 18th May 2026

Depending on the volume of applications received we may by-pass the sift process and invite all candidates who complete the first 3 stages of their application by the deadline to an interview.

In the event of a large number of applications we will use the Lead Criteria, 'Ability to communicate clearly, confidently, and concisely both verbally — including frequent communication via telephone and in writing', to initially assess your application during the Sift stage. Candidates who pass the initial sift may be progressed to a full sift, or progressed straight to interview.

In addition, 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.

Feedback will not be provided following the sift.

STAGE 5 – The Interview

Interviews are scheduled to take place week commencing 15th June 2026. Shortlisted candidates will be invited to attend an interview. If you are invited to interview, you will receive an electronic notification to your Civil Service Jobs site.​ Once you receive the invite to interview you will need to access the system and book yourself an interview slot. ​

You will also be asked for your preferences for up to 3 of the locations advertised, telling us where you would prefer to work if you are successful. Please do not select a location unless you are prepared to accept a role and be based and work in that location.

The interview panel will be a minimum of two people and will assess your Behaviours and Strengths.

The interview will follow a blended approach lasting approximately 35 minutes and will be conducted by MS Teams, and you will need to use your personal device to access the platform. We will provide instructions at the time as to how you do this. The interview aims to be more of a conversation exploring your capability for the role.

Further details regarding the process are available in the candidate pack.

Preparing for the interview:

To help you prepare and settle into the interview you will be sent the Behaviour questions one week in advance of the interview to the email address used in your application (i.e. questions will be sent on Thursday for interviews scheduled for the following Thursday).

You are advised to check your inbox and spam/junk folders regularly once your interview has been booked. These questions should be treated as confidential and should not be shared.

The Behaviours you will be assessed against during the interview are: Communicating and Influencing, Managing a Quality Service and Working Together.

The interview panel may ask you other questions which will not be shared in advance, including follow-up questions, and those about your Strengths.

After the interview

Once all the interviews have been conducted, candidates will be notified of the outcome by email as soon as possible. If you are successful at the interview stage, we will be in touch to offer you a role.

A reserve list will be held for up to 6 months, which we may also use to fill future similar vacancies

Successful candidates will be posted in merit order based on your location preferences and the geographical requirements of the business. Dependent on your position on the merit list, if none of your location preferences remain at the point we make a job offer DWP may offer you a role at an alternative advertised location. If we are unable to offer you a role in any of your preferred locations, and you are unable to accept a role at an alternative advertised location, we will add you to the reserve list.

Feedback will only be provided following an interview.

If you have any questions about applying for this role, please contact: ds.recruitmentao@dwp.gov.uk

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 6 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 DWPRecruitment.grs@cabinetoffice.gov.uk 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 Pre-EmploymentChecks.grs@cabinetoffice.gov.uk 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.

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.

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.

Feedback

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

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.

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.

Diversity and Inclusion

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

Apply and further information

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 : Disability Services Recruitment Team
• Email : ds.recruitmentao@dwp.gov.uk

Recruitment team

• Email : dwprecruitment.grs@cabinetoffice.gov.uk

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: HR.BUSINESSASSURANCE@DWP.GOV.UK.
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.

Attachments

DWP Candidate Pack PowerPoint version Opens in new window (pdf, 553kB)DWP Terms and Conditions January 2024 Opens in new window (docx, 17kB)Success-Profiles-Candidate-Overview-Accessible-Version Opens in new window (docx, 220kB)