Job Details

Counter Fraud, Compliance and Debt (CFCD) - AO Administrator - North East - Rotherham (Ref 266)

Yorkshire Rotherham United Kingdom, S60 1 Permanent

Posted: 8 hours ago


What will you be doing?

providing excellent customer service over the phone, through inbound and outbound telephone calls and via correspondence
dealing effectively and professionally with enquiries from customers and organisations
often acting as the first point of contact for our customers, you will be negotiating the repayment of debt and loans by telephone
communicating clearly and concisely, respecting diversity at all times
ensuring information and data is recorded accurately and that case records are up to date

As a Customer Service Administrator (Debt Officer) you will:

Be able to work effectively both alone and within a team treat colleagues with respect, display integrity, support others and act as a positive role model
Have effective communication skills take personal responsibility for providing outstanding customer service
Be willing to learn you will receive high-quality, tailored training in DWPs digital systems, policies, and procedures
Be adaptable have a positive and flexible attitude, able to be proactive and problem solve
Have good attention to detail


We'll assess you against these behaviours during the selection process:
  • Managing a Quality Service
  • Working Together
  • Communicating and Influencing


Generous annual leave - 23.5 days on entry, increasing up to 30 days over time (prorata), plus bank holidays and one days leave for the Queens Birthday
Training and apprenticeships and up to 5 days personal development & learning allowance
Flexible working
Employee discount schemes
Free wellbeing support
Opportunities to make a real difference through joining forums, initiatives & charities
Interest free travel loans
Vodafone advantage discount scheme
Highly sought after civil service pension

Things you need to know


Successful candidates must pass a disclosure and barring security check.

People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours and Ability.

Stage 1- Application form

Please complete the application form and write up to 500 words, providing examples of how things you have done in the past and your skills and experience help you demonstrate the Civil Service Behaviour - Working Together (Level 1).

For more information on this Behaviour please look at Success Profiles and Civil Service Behaviours by clicking the links.

Stage 2 - Selection

After submitting your application, you will be sent an invitation with a link to complete an online Situational Judgement Test. This is designed to test your skills for the Administrator / Administrative Officer role. You must complete and submit the test by the deadline stated in your invitation. If you do not complete and submit the test before the deadline, your application will not progress.

If you pass the Situational Judgement Test your written application form evidence will be assessed. If you meet the required standard and your application is successful, you will receive an invitation to a pre-recorded interview.

At interview you will be assessed against three Civil Service Behaviours (Level 1)

Managing a Quality Service
Working Together
Communicating and Influencing

The evidence you provide must relate to your own thoughts and experiences.
Feedback will only be provided following an interview.

Stage 3 - Offer

If you are successful at the interview stage, we will be in touch to offer you a role or confirm that you have been added to the Reserve List. Offers will be made in strict merit order with offers being made to the highest scoring candidates first.

If we are unable to offer you a role initially, we will place your name on a reserve list for up to 6 months. The reserve lists may also be used to offer future permanent opportunities which are considered similar in criteria and responsibilities, not necessarily restricted to the current locations included in the advert. They may also extend to permanent opportunities which arise across the wider DWP network. Any such offers would be made in strict merit order to all candidates remaining on the reserve list. The location and job role would be fully explained to you. Refusal of the offer would not change your reserve list position.

Further Information


Certain job roles 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. 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.


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 candidates failure to participate fully in the professional programme, once appointed, may be a breach of their employment contract.


If you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL () in the first instance. If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission here to visit Civil Service Commission.

Contact Point
Phone -
Email -

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

Nationality requirements

This job is broadly open to the following groups:
  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code 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 .

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.

Job Details

Rotherham, Yorkshire, United Kingdom