Virtual Wallet Support Administrator
* Salary Negotiable (depending on experience) plus bonus
* Notice period:1 month
* Hours: 9-5, Monday to Friday (Flexi hours available)
* 26 days holiday, plus public holidays
* Pension Contribution
Company Background
At People Places Lives (PPL) we are passionate about how digital solutions can increase choice and control for all. We work in partnership with health and social care organisations to deliver web-based solutions that make self-directed care & support easier for everyone.
Much more than just technology or software providers, we work in true partnership with our clients to help empower and enable people to be more independent, improve people's overall wellbeing and help build more connected and resilient communities.
People Places Lives currently employs 50 staff in the UK. The majority of UK revenues originate from the social care and health sectors, specifically the provision of web-based 'customer portal' software solutions. These solutions enable citizens to look for information and advice, purchase products and services for the social care support needs and manage their personal budget. We currently work with over 50 local authorities and NHS organisations across the whole of the UK.
Role Background
PPL currently has a Support Team located in it's head office in Wigan. Due to recent growth, there is a need to recruit additional customer support administrators, to support our virtual wallet customers.
As this is a fast growing operation, the successful candidates must be able to work independently and enjoy new challenges. The successful candidate will possess the ability and desire to grow and assume additional responsibilities as Public Partnerships' UK business grows.
Responsibilities
Helpdesk
* Receive incoming calls/make outgoing enquiries from/to all users of our software systems, including Virtual Wallet, via phone, email or web chat. This can be from any stakeholder involved, including council staff, NHS staff and members of the public that use our solutions.
* Logging / assigning support requests via our internal ticketing system
* Resolve non-technical support issues (such as password resets, updating details, assisting with navigation of the site)
* Working alongside colleagues to support all parties using the Virtual Wallet system.
* Creating user accounts and any other accounts associated
* Onboarding provider organisations and Personal Assistants
* Managing various payroll companies and their deadlines to ensure data is sent and received in a timely manner
* Liaise with our Finance Team to ensure any ad hoc payments as well as regular payments are made on time
* Obtain clear information regarding each case to ensure the full information is received and accurate.
* Creating schedules of orders on the software system (on behalf of our clients)
* Creating orders to ensure payment is made on specific dates to avoid late payments
* Supporting the end user to manage their Virtual Wallet account, assisting them with changes and updates as and when required.
* Attend client operational meetings
* Provide virtual training if required using Microsoft Teams/Skype/Zoom
* Maintaining clear and comprehensive notes on support tickets.
Documentation
* Keeping guidance notes to all parties clear and up to date
* Updating/managing large quantities of data
* Supporting other software as and when needed including managing calls, logging support tickets or directing users to the relevant contact.
General
* Attend internal meetings to discuss current working processes, improvements and required changes.
* Provide support testing our processes on new build releases
Skills and Experience
Experience
* Experience of administrative and customer service roles
* Experience of social care / health sector is desirable (but not essential)
* Experience of ticketing / support systems is desirable (but not essential)
* Experience of Teams/Zoom/Webchat is desirable (but not essential)
Qualifications
* Minimum of 5 GCSEs (grade A-C/5-9), or equivalent, including maths and English language
* Computer literacy - Good level of IT literacy using Microsoft Office (Word, PowerPoint, Excel and Outlook).
Skills
* Communication skills - Candidates must possess excellent interpersonal and written/spoken communication skills.
* Logical, clear thinker.
* Organised with high attention to detail.
* Conscientious approach to work, taking responsibility for issues raised to ensure they are tracked to completion
* Possess discretion to work with confidential information
* Proactive approach, raising self-identified issues internally before they effect users.
Personality Traits
* Excellent verbal and written communication skills and the ability to interact professionally with diverse groups, including executives and managers and members of the public
* Must be self-motivated, with a strong work ethic, and able to work with limited supervision and achieve set goals by proactively removing roadblocks and resolving needs for information.
* Must be personable with a strong customer service orientation. Build a rapport with the users and easily converse with users that do not have a high technical ability.
People Places Lives is an equal opportunities employer.
Job Types: Full-time, Permanent
Pay: From £24,570.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Flexitime
* Free parking
* On-site parking
* Work from home
Ability to commute/relocate:
* Wigan, WN3 6PS: reliably commute or plan to relocate before starting work (required)
Application question(s):
* What is it about this role that interests you and why do you think you will be a good fit?
Experience:
* customer service: 1 year (preferred)
Work authorisation:
* United Kingdom (required)
Work Location: Hybrid remote in Wigan, WN3 6PS
Reference ID: PPL101