Debt Management Telephony Officer

5 months ago

Pontypridd, United Kingdom Department for Work and Pensions Full time

**Details**:
**Reference number**:

- 346770**Salary**:

- £24,273**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- DWP - Service Excellence - Counter Fraud, Compliance and Debt - Debt Management**Type of role**:

- Debt Management
- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 25Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- PontypriddAbout the job

**Job summary**:
**Why work here?**

**Are you looking to enhance or gain experience in both Customer Service (Telephony) and Administration?**

**Do you enjoy helping others?**

**Are you an excellent communicator who enjoys helping customers over the phone?**

**If so, we would like to hear from you.**

We have varied, exciting and challenging roles available within our Counter Fraud, Compliance and Debt (CFCD) team. Our aim is to drive down the level of fraud, error and debt within the benefit system, to protect the public purse, as well as protecting those most vulnerable in our society.

As a Debt Management Telephony Officer, your primary role will be handling contact from customers effectively and efficiently.

You will be the first point of contact for our customers, providing a high standard of service by telephone and via correspondence.

You will be at the heart of our front-line operations, assisting our customers by providing a high quality, empathetic service. As part of a supportive team, you’ll be listening to customers and agreeing suitable solutions - you’ll be able to make a real difference.

If you want to join somewhere that recognises the importance of work-life balance, where you can learn new skills and progress your career, then CFCD is the place for you.

**Come and join the CFCD team today**

**Job description**:
**What will you be doing?**
- Providing excellent customer service over the phone, through inbound and outbound telephone calls and via correspondence.
- Dealing effectively and professionally with enquiries from customers and organisations.
- Often acting as the first point of contact for our customers, you will be negotiating the repayment of debt and loans by telephone.
- Communicating clearly and concisely, respecting diversity at all times.
- Ensuring information and data is recorded accurately and that case records are up to date.

**As a Debt Management Telephony Officer, you will**:

- Be able to work effectively both alone and within a team - treat colleagues with respect, display integrity, support others and act as a positive role model.
- Have effective communication skills - take personal responsibility for providing outstanding customer service.
- Be willing to learn - you will receive high-quality, tailored training in DWP’s digital systems, policies, and procedures.
- Be adaptable - have a positive and flexible attitude, able to be proactive and problem solve.
- Have good attention to detail.

**Person specification**:
**Key Criteria**

We are looking for a person who:

- Demonstrates effective communication skills treating colleagues and customers with respect and taking personal responsibility for customer service.
- Works collaboratively and effectively within a team.
- Is able to comply with policy and procedures, take responsibility for security and data storage, use all relevant digital platforms and build personal capability where necessary.
- Is able to work diligently to achieve a minimum expected performance as directed by the Team Leader.
- Has a desire to showcase public service at its best.
- Demonstrates a positive and flexible attitude in order to achieve outcomes in a fast-changing environment.
- Displays integrity and support for others, acting as a positive role model for their team and colleagues.
- Possesses the ability to work both autonomously and as part of a team to achieve goals, pre-empting or proactively addressing any potential issues that may arise.
- Has a willingness to learn how to deliver a DWP service using digital methods.
- Consistently communicate well to inspire others and achieve results.

**Desirable Skills**
- The ability to speak Welsh is desirable.

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Managing a Quality Service
- Making Effective Decisions
- Communicating and Influencing

**Benefits**:
With great benefits including:

- Generous annual leave - 23 days on entry, increasing up to 30 days over time (pro-rata for part time employees), plus bank holidays and one day of leave for the King’s Birthday. The exact number of days of annual leave will be determined by any current years of service.
- Competitive maternity, paternity and parental leave we also recognise the importance of a good work-life balance and offer flexible working and a family friendly approach to work.
- Training and apprenticeships and up to 5 days’ personal development & learning

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