Operational Delivery Professional - Swansea

Job summary

Are you passionate about people? Do you pride yourself on delivering excellent customer service? Do you want a career with real development opportunities?

Yes. Then our Operational Delivery Professional roles could be for you.

Retirement Services is the part of DWP that deals with claims for State Pension and a range of other benefits for people of retirement age and those with caring responsibilities. This is a fantastic opportunity to be part of a fast moving and critical area of public service delivery. Retirement Services is a service delivery organisation with customers, quality and service at the heart of what we do.

As part of one of the biggest organisations in the UK, there are fantastic opportunities to develop and progress and we'd love to hear from you if this is somewhere where you could make a difference.

The roles will be based in Swansea, Unit1&2, 1-4 Waterside Business Park, Llansamlet, Swansea, SA6 8AH

Job description

What you will do:

These are telephony- focused roles in our busy Service Centre. As part of a supportive and welcoming team, you will provide excellent customer service, primarily through inbound and outbound telephone contact. The roles are fast –paced, rewarding and central to supporting our customers across the UK.

While you will occasionally support customers digitally, the core and essential requirement of the Operational Delivery Professional role is telephony work. This involves spending the majority of your working day handling telephone calls while using a headset, managing conversations professionally, and resolving customer queries in real time.

There are no alternative non-telephony deployment options within this role.

Our telephone lines are currently open from 8am to 6pm, Monday to Friday. This is subject to change; the working hours may be extended and also include Saturday working in the future depending on business need.

Your daily responsibilities will include:

• Making and receiving telephone calls while addressing queries and progressing new/existing benefit claims (multi-tasking).
• Taking ownership of cases, working with colleagues across DWP to ensure queries are resolved, benefit payment amounts are correct and paid on time.
• Handling sensitive and sometimes challenging telephone calls, in a positive, compassionate and professional manner.
• Ensuring all information provided to customers is accurate, timely and easy to understand.
• Making decisions by examining the available facts, adhering to current guidance.
• Taking responsibility for personal development by keeping up to date with DWP policies and accessing appropriate learning.

Person specification

What we are looking for

• People who can confidently use the telephone. This will be your key task, and you will spend most of your day on the telephone receiving inbound and making outbound calls.(Essential Skill). Prior telephony/contact centre experience is desirable but not essential.
• People with strong verbal and written skills, including the ability to communicate detailed information to others clearly so it is easy to understand (The ability to effectively communicate in English, both verbally and in writing is an Essential Skill).
• Enthusiastic people who are passionate about providing a really positive, efficient customer experience, ensuring that everybody you supports gets great customer service.
• People who are resilient and can remain calm in challenging situations. Sometimes difficult conversations on the telephone with our customers are needed, and we need you to be able to successfully resolve queries in what can be challenging and sensitive situations.
• People who are hardworking, well organised and can balance and prioritise a variety of tasks.
• People who can gather and understand sometimes complex information, using guidance and legislation to make decisions.
• Digitally competent people who can navigate multiple IT systems.
• The ability to speak Welsh is desirable.

Behaviours

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

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

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, Ability and Experience.

Stages for applying

There are 5 stages to the application process:

Stage 1 – Complete the eligibility section of the application form.

Stage 2 – After submission of the first stage of your application you will be invited to complete a Customer Service Skills Test.

Please complete the online test as soon as possible (within 24-48 hours is recommended).

The closing date for the test, submission of your personal statement and application is 23:55 on 11 June 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.

Our online test supplier will be performing scheduled maintenance between 4.p.m. and Midnight on 31st May 2026 and 4 p.m. on 7 June 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 – If you pass the Customer Service Skills Test you will be invited to complete a personal statement of 500 words.

When completing your personal statement, please read and follow the Written Sift guidance on slide 9 of the candidate pack.

The evidence you provide in your personal statement will be assessed against the skills and experience we require and have listed in the bullet points on this slide.

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 evidence: the key personal requirements and what have you done that relates to the requirements.

You don’t have to explain the whole process, just what you have done and the skills and experience you have used.

Share with us what makes you suited to this role and why, what you can do and the skills you have that are transferable to the key requirements, and the life experience or passion you have that are linked to this role.

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.

Stage 4 – The sift:

The sift is scheduled to commence 15 June 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 following essential skills to initially assess your application during the Sift stage.

• People who can confidently use the telephone. This will be your key task, and you will spend most of your day on the telephone receiving inbound and making outbound calls.
• People with strong verbal and written skills, including the ability to communicate detailed information to others clearly so it is easy to understand. (The ability to effectively communicate in English, both verbally and in writing is an essential skill).

Candidates who pass the initial sift may be progressed to a full sift or progressed straight to assessment/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.

Stage 5 - The interview:

Shortlisted candidates who pass the sift will be invited to attend an interview.

Interviews are scheduled to take place week commencing 22 June 2026. They will be live video interviews via MS Teams and will last for approximately 45 minutes.

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

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

Questions will not be shared in advance of the interview on this occasion.

Things to note

• Please note that the proposed sift and interview dates are only indicative at this stage and may be subject to change.
• When you first start in the role, you will be required to undertake full time (37 hours per week) 100% office-based training to ensure you gain the knowledge, skills and confidence required to support our customers. This will be followed by a further full time 100% office-based period of consolidation, to embed your training and ensure quality standards are met. Overall, the training and consolidation period will last up to 26 weeks. Attendance during these phases is mandatory and non-negotiable and you must be fully committed to completing the training and attending the office as required.
• You must be able to travel to and work on site, in person.
• You must be able to communicate with customers via the telephone and digitally. This is an essential requirement.
• You must be able to work in a fast paced, busy environment, as part of a team and independently.

This role may be suitable for hybrid working, which is where you will normally be required to work 60% of your contracted hours from your DWP office. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.

However, hybrid working options will only be considered after you have successfully completed both the training and consolidation periods. Again, attendance during these phases is mandatory and non-negotiable.

If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert

If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable, will be discussed with you prior to you taking up your post.

These vacancies are not currently eligible for Visa Sponsorship on the Skilled Worker route, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.

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 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.

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.

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 : Ruth Burden
• Email : RSDRecruitment.RetirementServicesRecruitment@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

462745 Candidate Pack Swansea Opens in new window (pdf, 650kB)462745 Swansea welsh candidate pack Opens in new window (pdf, 643kB)DWP Terms and Conditions January 2024 Opens in new window (docx, 42kB)Success-Profiles-Candidate-Overview Opens in new window (pdf, 635kB)