Customer Service Advisor - Part time

Company

Description:

Come join us and make a difference in the world!

Discover more at

No agencies please.

Location:

Wrexham, UK

Part Time: 22.5 hours a week

• NEC manages the Discretionary Assistance Fund (DAF) on behalf of the Welsh Government.
• The DAF team awards clients with cash, grants and white goods to individuals experiencing financial hardship.
• Our core function is to verify and resolve grant applications against set criteria.
• We help customers over the phone, online and by email.

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.
• Manage and process 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 directly from the applicant, and utilising additional sources for confirmation.
• 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.
• 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.

• Fluent Welsh – desirable.

• Private medical cover funded by NEC for employees (option to add family members at an additional cost).
• 25 days paid holiday with option to buy/sell (FTE).
• 4× basic salary life assurance cover funded by NEC (option to increase cover at an additional cost).
• A group pension plan with employer contributions up to a maximum of 8.5 %.
• Flexible benefits to suit your individual needs.
• Free access to Linked In Learning for all colleagues – over 15,000 courses covering a wide range of subjects.

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, financial probity checks, references and occupational health checks.
• Depending on the nature of the role, a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please let us know. We are committed to ensuring an inclusive and accommodating experience for all candidates.