Job Description
Support delivery of our Eligibility Services contract work via online, telephone, and postal applications. Act as the first point of contact for applicants and system administrator for the NEC system to allow applications to be input and processed. Process applications, queries, and payments using the computerised NEC interface, ensuring:
* Professionalism in gathering the data
* Sufficient and accurate data recording
* Recording in a timely manner
* Liaise with applicants to process information into the Northgate System
* Undertake eligibility checks with the applicant, seeking information directly from the applicant and utilising additional computerised interfaces for confirmation
* Fully understand the legislation and criteria involved in the various eligibility services
* Comply with Processing Services Customer Charter when dealing with all incoming and outbound calls
* Complete statistical information as instructed by the Service Manager
* Act on requests for support regarding system access used by the customer
* Work as part of the team in achieving targets set by the Service Manager
* Deal with and respond to enquiries from clients, citizens, and internal colleagues in a positive and professional manner
* Share knowledge with others to ensure continuity in your absence, with proper handover in place
Qualifications
* Experience of contact/processing centre work
* Experience processing data with attention to detail and accuracy
* Excellent telephone manner
* Knowledge of service centre processes, policies, and procedures, such as escalation procedures, service level agreements, and client service standards
* Excellent computer skills, including Google Mail, Google Drive, Google Forms, etc.
* Strong communication and written skills to work confidently with customers and colleagues
* Proven track record of meeting and exceeding operational targets
* Well-organised
Additional Information
We offer an excellent benefits package, including an above-average pension scheme. When you join NEC Software Solutions, you will receive:
* Private Medical Cover funded by NEC (with family options)
* 25 days paid holiday (FTE) with buy/sell options
* Life assurance cover (4x basic salary) funded by NEC, with options to increase
* Group Pension Plan with employer contributions up to 8.5%
* Flexible benefits to suit your needs
* Free access to LinkedIn Learning with over 15,000 courses
Other Information
* Candidates must demonstrate the right to work and travel within the UK, with documentary evidence required
* Offers are subject to vetting, references, and health checks; a DBS check may be required depending on the role
Equal Opportunities
NEC Software Solutions is an equal opportunities employer. We welcome applications from all communities. If you require reasonable adjustments or have accessibility needs during recruitment, please inform us. We are committed to an inclusive recruitment process.
Who We Are
We’re NEC Software Solutions, part of NEC Corporation. Our software supports emergency dispatch, healthcare, transportation, and more, helping public services operate efficiently. Join us to make a difference and support vital public services. We look forward to your application.
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