Full-Time Customer Service Advisor

Support delivery of our Eligibility Services 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 applications, queries and payments using the computerised NEC interface, ensuring:

• Professionalism in gathering the data
• Sufficient and accurate data recording
• Recording in a timely manner

Liaise with applicants to process information into the Northgate System.

Undertake eligibility checks with the applicant, seeking information direct from the applicant and utilising additional computerised interfaces for confirmation.

To fully understand the legislation and criteria involved in the various eligibility services.

To comply with Processing Services Customer Charter when dealing with all incoming and outbound calls.

To complete statistical information as instructed by the Service Manager

To act on requests for support regarding system access and used by the customer.

To work as part of the team in achieving targets set by the Service Manager

Deal with and respond to enquiries from clients, citizens and internal colleagues in a positive and professional manner

Share your knowledge with others to ensure continuity in your absence, ensuring handover is in place in advance of any planned absence

Experience of contact / processing centre working.

Experience of processing data with attention to detail and good accuracy.

Excellent telephone manner.

Knowledge of service centre processes, policies and procedures, such as escalation procedures, service level agreements and client service standards.

Excellent computer skills.

Excellent knowledge of Google Mail and its additional functions such as: Google Drives, Google Forms, etc.

Excellent communication and written skills with the ability to work confidently with customers and internal colleagues.

Demonstrable track record of meeting and exceeding operational targets.

Well organised.

What is the last date for applying to the job?

Which countries are accepted for this remote job?