Operational Delivery Professional - Wales

Operational Delivery Professional - Wales

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:

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.

Proud member of the Disability Confident employer scheme

Operational Delivery Professional - Wales

Company: Government Recruitment Service Salary: £27,866 - £27,866 Hours: Full-time Location: Swansea Job type: Permanent Posting date: 18 Aug 2026 Closing date: 1 Sept 2026

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 -Unit 1 & 2,1-4 Waterside Business Park, Llansamlet, Swansea, SA6 8AH

Wrexham - Ty Maelor, 15-17 Grosvenor Road, Wrexham, LL11 1BW

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.

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.

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