This role is about making a real difference in people's lives. As a Customer Service Advisor, you will be the first point of contact for individuals experiencing financial hardship.
Our team at NEC Software Solutions works closely with the Welsh Government to manage the Discretionary Assistance Fund (DAF). We award clients with cash, grants, and white goods to help them get back on their feet.
The role involves verifying and resolving grant applications against set criteria. You will help customers over the phone, online, and by email, providing accurate data recording and managing data in a fast-paced office environment.
We're looking for someone who can fully understand the legislation and criteria involved in awarding emergency payments and individual assistance grants. This person must process applications accordingly, while complying with our customer charter when dealing with all incoming and outbound calls.
You will also work as part of our team in achieving targets set by our Service Manager. Deal with incoming and outgoing correspondence relating to Local Welfare Provision by telephone, email, or letter. Respond to enquiries from clients, citizens, and internal colleagues in a positive and professional manner.
We value diversity and are committed to creating an inclusive and accommodating experience for all candidates. If you require any reasonable adjustments during the recruitment process, please feel free to share these with us.
Salary:
* This role comes with a competitive salary and benefits package.
Job Description:
We support delivery of Discretionary Welfare Fund (DAF) contract work via online, telephone, and postal applications. Act as first point of contact for applicants and system administrator for the NEC system to allow applications to be input and processed.
* Process emergency payments and individual assistance grant applications.
* Managing and processing data in a fast-paced office environment.
* Accurate data recording.
* Liaise with applicants to process information into the DAF solution.
* Undertake eligibility checks with the applicant, seeking information direct from the applicant, utilising additional sources for confirmation.
* To fully understand the legislation and criteria involved in awarding emergency payments and individual assistance grants and process applications accordingly.
* Comply with Processing Services Customer Charter when dealing with all incoming and outbound calls. In both English and Welsh
* Work as part of the team in achieving targets set by the Service Manager.
* Deal with incoming and outgoing correspondence relating to Local Welfare Provision either by telephone, email, or letter.
* Deal with and respond to enquiries from clients, citizens, and internal colleagues in a positive and professional manner.
* Act as a key deliverer of the DAF contract.
Required Skills and Qualifications:
* A Welsh Language speaker - Conversional level.
Benefits:
* 4 x basic salary life assurance cover funded by NEC.
* A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%.
* A selection of flexible benefits to suit your individual needs.
* All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects.
Others:
* Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
* A Full UK Driving License.
* All offers are subject to satisfactory vetting, financial probity check, references and occupational health checks.