We are currently recruiting for an x2 AO’s for our client based in Lisahally, Derry/Londonderry. The successful candidates will be required to start once the vetting paperwork and ANI completed.
Start date: 4 th August (MUST start on this date)
Rate of pay: £12.97
Duration: 24 weeks with possibility of extension
Hours of work: 37
Key Responsibilities:
Case Manager AO
You will work as part of a multifunctional Case Management Team, initially responsible for pre-claim activity – supporting claimants through the managed migration process as they make a claim to Universal Credit through award calculation. After a period of further training responsibility will include claim maintenance activity – helping claimants to create and maintain their digital account, including phone claims.
Pre-Claim responsibilities:
Answering telephone calls and signpost to further support made into a bespoke helpline available during normal business hours 8am to 6pm Monday to Friday. Take follow-up action after the Migration Notice has been issued. Implement extensions to “Claim by” Date. Send reminders. Carry out cancellations/deferrals. Update the Move Service. Action the “Notify IS and Record Overlapping Benefit to do” as part of claim termination work. Responsible for the Enhanced Support Journey (outbound calls, vulnerability check and potential Visiting Officer referral)
It will be 100% of telephony during training and then will be 80% telephony and 20% processing after this. There will be 3 weeks online training and 2 weeks consolidating provided and staff will not be allowed any leave during this period. Hybrid will be considered after a period of time.
The Telephony lines will be open from 8am – 6pm, so these will be AWP posts.
Claim maintenance responsibilities – you will be proactive in ensuring that all actions and “To-Dos” required to maintain the claimants account, are completed promptly and accurately and you will manage cases through the lifespan of the claim. You will communicate with both claimants and colleagues to progress cases and resolve queries through all available channels.
You will collaborate and build relationships with colleagues in Service Centres, Jobcentres and Districts to support the delivery of Universal Credit where these are necessary.
You will deliver a quality service for claimants and be responsible for actively managing all appropriate action promptly on the claim with minimal hand-offs.
As the Universal Credit service is continually changing you will also contribute to the continuous improvement of UC by reviewing the service and processes and provide feedback on your own and your claimants experience.
Sickness / Absence: Due to the nature of the training, full attendance is important during the training period, non-compliance may lead to your assignment being ended early. Emergency leave will be considered on a case-by-case basis.
The contracted hours are 8am – 8pm Monday – Friday and every 4th Saturday on a rota basis. However, at present staff are working various shift patterns between 9.00 – 5.00 Monday to Friday. DWP business areas in Northern Ireland adhere to Great Britain Easter Public Holidays and jobholder will be required to observe Easter Public Holidays of Good Friday and Easter Monday.
Essential Criteria applicants must have:
* 5 GCSE’s including maths and English (Proof of certs required)
* Excellent IT skills, including use of Microsoft Word and Excel.
* Excellent communication skills.