Department for Work and Pensions (DWP)

About the Company

The Department for Work and Pensions (DWP) is the UK’s largest government department and is responsible for welfare, pensions and child maintenance policy. It administers the State Pension and a range of working age, disability and ill health benefits, serving around 20 million customers.

DWP is responsible for
• understanding and dealing with the causes of poverty rather than its symptoms
• encouraging people to work and making work pay
• encouraging disabled people and those with ill health to work and be independent
• providing a decent income for people of pension age and promoting saving for retirement
• providing value for money and reducing levels of fraud and error
• reducing work-related death and serious injury in workplaces through the Health and Safety Executive

DWP is a fast paced organisation which puts leadership at the centre of its transformation journey. The majority of DWP colleagues are part of the Operational Delivery Profession (ODP) – providing customer service to DWP’s 20 million customers across the UK. ODP is a thriving, inclusive professional community that supports colleagues and encourages them to learn, develop, grow and progress in their career to reach their full potential.

Listed Jobs

Company Name

Department for Work and Pensions (DWP)

Job Title

Retirement Services - Welsh Speaking Administrative Officer

Job Description

**Job Title** Welsh Speaking Administrative Officer – Retirement Services **Role Summary** Provide frontline telephone support to Welsh‑speaking customers claiming State Pension, Pension Credit and related benefits. Handle inbound and outbound calls, process claims, resolve queries, and manage sensitive cases such as bereavement and funeral expense payments. **Expectations** - Work 37 hours per week, 60 % in‑office; initial 26‑week training fully office‑based. - Demonstrated ability to handle complex, often emotional, telephone conversations with compassion and professionalism. - Continuous personal development through policy updates, training, and potential work‑based qualifications (e.g., apprenticeship). **Key Responsibilities** - Make and receive telephone calls, multitasking between multiple benefit claims. - Own cases from intake to closure, coordinating with internal DWP teams to ensure accurate payment amounts and timely disbursements. - Deliver concise, accurate information in both Welsh and English to customers. - Apply current guidance and make informed decisions based on available facts. - Maintain quality records, meet service‑level targets, and support continuous improvement initiatives. **Required Skills** - Fluent speaking, reading, and writing in Welsh (essential). - Excellent verbal and written English communication skills. - Proficient telephone etiquette; confidence in handling inbound and outbound calls. - Strong customer‑service orientation, empathy, and problem‑solving ability. - Ability to manage multiple tasks, meet deadlines, and work collaboratively across teams. **Required Education & Certifications** - Minimum of GCSE (English) or equivalent qualification; higher education preferred but not mandatory. - Relevant work‑based training or qualification (e.g., apprenticeship in customer service or public‑sector benefits) desirable. - No specific industry certifications required.

Swansea, United kingdom

Hybrid

16-03-2026