Operational Delivery Professional - Wales
Team members handle inbound and outbound telephone calls to process State Pension and benefit claims for retirement-age customers and carers. They take ownership of cases, resolve complex queries, and ensure accurate benefit payments are made on time. Working in a fast-paced service centre environment, staff collaborate with colleagues across the department while maintaining professional standards. The role focuses entirely on telephony-based customer service and requires managing sensitive calls with empathy and resilience.
What they're looking for
- Confident and experienced using the telephone for inbound and outbound calls
- Strong verbal and written communication skills to explain details clearly
- Resilient and calm when handling challenging or sensitive customer queries
- Well-organised with the ability to balance and prioritise multiple tasks
- Digitally competent with the ability to navigate multiple IT systems
Nationality requirements
Open to UK, Irish, Commonwealth, EU and Turkish nationals with the right to work.
Selection process
The application closes on 15 October 2026. Interviews will be live video interviews taking place week commencing 26 October 2026.
Apply on Civil Service Jobs ↗Originally listed on Civil Service Jobs.