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Job description

Answer Finance Support, Discretionary Support incoming calls including Discretionary Support claims, queries and reviews, Short Term Benefit Advance and Contingency Fund. Provide telephony cover between 9am and 4pm. Differentiate between call enquiries. Use IT systems (to include Legacy Benefit systems, Discretionary Support computer system, CPT, Debt Manager, Searchlight and computer systems) to answer queries and refer claims and query calls to appropriate team using IT solution, accurately completing all necessary system actions. Take appropriate action on unacceptable customer behaviour. .

Responsibilities

• Provide telephony cover between 9am and 4pm
• Escalate calls from vulnerable callers and appointees/representatives per guidance
• Demonstrate flexibility, meeting customer demand in a fast paced environment
• Provide excellent customer service, demonstrating professionalism and showing courtesy to callers
• Any other duties as requested by line management

Skills and Qualifications

Essential Skills

• 5 GCSEs including Maths and English

Further Information

Initial training office based with the potential to work from home following successful completion of training. Access NI check when registering is required.