Customer Service Advisor

7 days ago

Wrexham Wales, United Kingdom NEC Software Solutions Full time

Location: Wrexham, UK

Full time 37.5 hours a week

‍

Service details:

NEC manage the Discretionary Assistance Fund (DAF) on behalf of our client the Welsh Government.

The DAF team award 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.

The Role

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.
  • 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.

Additional Information

We are proud of the benefits we offer employees of NEC Software Solutions

  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
  • 25 days paid holiday with the option to buy/ sell
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
  • A fantastic selection of flexible benefits to suit your individual needs
  • We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
  • All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

Other Information

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 and reference checks. A Disclosure Barring Service (DBS) check will be required and dependent on the role further checks may be required.

NEC is an equal opportunities employer, welcoming applications from all communities.

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