Join Our WhatsApp Channel

Operational Delivery

By /

Operational Delivery Professional – Wales | Department for Work and Pensions (DWP)

Salary: £27,866 per year
Locations: Swansea and Wrexham, Wales
Contract: Permanent
Working hours: Full-time, part-time, flexible working and job share options
Vacancies: 20
Job grade: Administrative Officer
Closing date: 22 October 2026 at 11:55 pm
Job reference: 482469

Visa Sponsorship: Not Available

Important: These vacancies are explicitly not eligible for Skilled Worker visa sponsorship, including through the new entrant tradeable points option. Applicants who require Skilled Worker sponsorship should take this restriction into account before applying.

About the Role

The Department for Work and Pensions (DWP) is recruiting 20 Operational Delivery Professionals to join its Retirement Services team in Swansea and Wrexham.

Retirement Services manages State Pension claims and other benefits for people of retirement age and those with caring responsibilities. You will help deliver essential public services by supporting customers, answering enquiries and ensuring benefit claims are handled accurately and efficiently.

This opportunity may suit candidates who enjoy helping people, have strong communication skills and want to build a career in the Civil Service.

Key Responsibilities

Your duties will include:

  • Making and receiving telephone calls to answer customer enquiries and progress new or existing benefit claims.
  • Taking ownership of cases and working with colleagues to resolve issues.
  • Helping ensure benefit payments are accurate and made on time.
  • Handling sensitive or challenging conversations with patience, professionalism and compassion.
  • Explaining information clearly and ensuring customers receive accurate and timely guidance.
  • Reviewing available information and applying relevant policies and guidance when making decisions.
  • Keeping your knowledge up to date and taking part in learning and development activities.

Important: This is a telephone-focused position. You will spend most of your working day handling inbound and outbound calls. There are no alternative non-telephone deployment options.

Entry Requirements and Skills

Previous contact centre or telephone-based customer service experience is desirable but not essential.

Applicants should demonstrate:

  • Confidence in handling telephone conversations.
  • Strong spoken and written English communication skills.
  • A commitment to delivering excellent customer service.
  • The ability to remain calm and professional when dealing with difficult situations.
  • Good organisation, time management and prioritisation skills.
  • The ability to understand complex information and follow guidance.
  • Digital skills and confidence using multiple IT systems.
  • The ability to work independently and collaboratively in a busy environment.

Welsh-language skills are desirable but not essential.

You must be able to travel to the relevant office and work on site, as required.

Training and Working Arrangements

Successful candidates must complete a mandatory training and consolidation programme lasting up to 26 weeks.

During this period:

Get daily UK job alerts on WhatsApp!

Discover new UK vacancies, visa sponsorship opportunities and more.

Join Our WhatsApp Channel

  • Training will be full-time, at 37 hours per week.
  • Training and consolidation will be 100% office-based.
  • Attendance throughout both phases is mandatory and non-negotiable.

The department’s telephone lines currently operate from 8 am to 6 pm, Monday to Friday. Hours may be extended, and Saturday working may be introduced depending on business needs.

Hybrid working may be considered after successful completion of training and consolidation. Where approved, employees would normally work 60% of their contracted hours from their DWP office. Hybrid working is voluntary, non-contractual and subject to approval.

Salary, Pension and Benefits

The advertised salary is £27,866 per year. DWP also offers a Civil Service defined-benefit pension, with an employer contribution of 28.97%.

Other benefits include:

  • At least 23 days of annual leave on entry, rising to 30 days with service.
  • Nine public and privilege leave days.
  • Flexible working arrangements, including job sharing and compressed hours.
  • Interest-free season ticket loans and a cycle-to-work scheme.
  • Employee discounts and wellbeing support.
  • Family-friendly policies, including enhanced parental leave provisions subject to eligibility.
  • Funded learning, professional qualifications, coaching and career development opportunities.

Selection Process

The recruitment process has five stages:

Stage 1: Eligibility application

Complete the eligibility section of the online application form.

Stage 2: Customer Service Skills Test

After submitting the first stage, you will be invited to complete an online customer service skills test. Completing it within 24–48 hours of the invitation is recommended.

Stage 3: Personal Statement

Candidates who pass the test will be invited to submit a personal statement of up to 750 words, demonstrating how their skills and experience meet the requirements.

Use examples from your own experience and follow the candidate-pack guidance.

Stage 4: Application Sift

The sift is scheduled for 23–29 October 2026. Initial assessment may focus on telephone confidence and effective spoken and written communication.

Stage 5: Interview

Shortlisted candidates are expected to attend a live interview via Microsoft Teams, lasting approximately 45 minutes. Interviews are scheduled to begin in the week commencing 9 November 2026.

The interview will assess behaviours and strengths, including:

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

Important: You must complete all required application stages, including the test and personal statement, by the closing deadline. Incomplete applications may be withdrawn.

Application Deadline

Applications close at 11:55 pm on Thursday, 22 October 2026.

Apply through the official Civil Service Jobs website:

Source: Department for Work and Pensions (DWP), Civil Service Jobs. Job reference: 482469.

MORE OPPORTUNITIES

Find Your Next UK Job

Explore more vacancies, check salaries and find your next opportunity.

Discover more opportunities on TRHNP.

Related Posts

Scroll to Top