Administrative Officer - London & Eastern England

Role overview

This position sits within the Department for Work and Pensions’ Operational Delivery team and plays a key part in frontline service delivery. The role focuses on helping people who are looking for work and claiming Universal Credit, with an emphasis on customer service, coaching, and administrative support.

It is suited to someone who enjoys helping others, communicates clearly, and wants to build or strengthen experience in customer service and administration.

What you will do

• Deliver high-quality support to a wide range of claimants, including people with complex needs.
• Encourage Universal Credit claimants to use online services and manage their claims digitally wherever possible.
• Help customers take responsibility for their benefit claims and understand how their situation may change over time.
• Offer coaching and signpost claimants to the right support or provider when needed.
• Create trusting, positive working relationships that motivate and reassure claimants.
• Handle difficult and sensitive conversations with professionalism and care.
• Identify the most suitable support route for each claimant and refer them to a work coach where appropriate.
• Use digital tools confidently and help claimants with online job search activities such as websites, email, CV uploads, and social media.

Location and working arrangement

This role is based in the London and East of England region. Applicants should only consider locations they can reasonably travel to and from within their agreed working hours.

This is a customer-facing service delivery role and cannot be done in a hybrid format. The post must be worked in the UK and cannot be carried out overseas. Relocation expenses will not be paid.

What the role requires

• Providing a consistent, customer-focused service to a varied claimant base.
• Using self-directed learning to meet role requirements and build digital confidence.
• Working flexibly and managing changing priorities across a varied workload.
• Adapting the service to the needs of each individual.
• Using feedback to improve service quality.
• Taking ownership of complaints and supporting their resolution.
• Giving practical support to claimants who need extra help.
• Working in person at the assigned Jobcentre location and collaborating with colleagues on site.
• Supporting customers face to face, while also using telephone and digital channels as needed.
• Operating effectively in a busy, fast-moving environment both independently and as part of a team.

Assessment and application process

The selection process uses Success Profiles and assesses behaviours. The behaviours used in assessment are Managing a Quality Service, Communicating and Influencing, and Making Effective Decisions.

Applicants must first complete the eligibility section of the application. After that, they will be invited to take an online Customer Service Skills Test. This assessment checks the ability to handle difficult customers, make sound decisions in realistic service scenarios, and work accurately under timed conditions.

Candidates who pass the first test will then be invited to complete the Civil Service Work Strengths Test, which explores the kinds of work and behaviours that feel motivating and natural for the role, including customer support, teamwork, and high-quality service delivery.

After the tests, candidates will complete a written application containing a 250-word example against Level 1 Managing a Quality Service.

If application volumes are high, all successful candidates from the second test may be moved straight to interview and the sift stage may be removed. The benchmark for the second test may also be increased. Under the Disability Confident Scheme, candidates who meet the minimum standard will be advanced, although only those who most closely match the required standard may progress.

Interviews will be held by live video call using Microsoft Teams. The interview is expected to last around 30 minutes and will focus on Managing a Quality Service, Communicating and Influencing, and Making Effective Decisions.

Important dates

The closing date for completing the online tests and full written application is 23:55 on Monday 13 July 2026. The sift period, if required, begins on 14 July 2026. Interviews are planned for 10 August 2026 to 28 August 2026, though these dates may change depending on the number of candidates reaching final assessment.

Additional information

A reserve list may be kept for 3 months. If a candidate later receives an offer for the location they selected and declines it, or cannot take it up within a reasonable time, they may be removed from the campaign and reserve list, except in exceptional circumstances such as an unavailable part-time pattern or serious ill health. If an alternative role or location is offered and declined, the candidate may remain on the reserve list.

The department encourages applications from all backgrounds, including groups currently underrepresented in the workforce.

Applicants needing support or changes because of a disability, neurodiversity, learning difference, chronic medical condition, or mental ill health can request reasonable adjustments. Examples mentioned include dyslexia, epilepsy, autism, chronic fatigue, and schizophrenia. Requests should be made by contacting the Government Recruitment Service at DWPRecruitment.grs@cabinetoffice.gov.uk before the closing date, and the relevant section in the application form should also be completed.

AI may be used as a support tool, but all examples and statements in the application must be truthful, accurate, and based on the applicant’s own experience.

Benefits

• Flexible working patterns such as job sharing, term-time working, flexi-time, and compressed hours.
• Annual leave starting at 23 days and rising to 30 days over time, pro-rated for part-time staff, plus 9 days of public and privilege leave.
• Financial wellbeing support including an interest-free season ticket loan, cycle to work scheme, and employee discount scheme.
• Health and wellbeing support through an Employee Assistance Programme and access to HASSRA, with monthly membership subscription.
• Family-friendly policies including enhanced maternity and shared parental leave after 1 year of continuous service.
• Funded learning and development, including recognised qualifications, accreditations, coaching, mentoring, and talent programmes.
• An inclusive workplace with access to professional and peer networks including Women’s Network, National Race Network, National Disability Network (THRIVE), and others.