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Business Support Officer/admin

3 months ago

Plymouth, United Kingdom Triumph Consultants Ltd Full time

**What's involved with this role**:
**Temporary Business Support Officer/Admin - Housing**
**Reference no: Plymouth RQ899869**
**Pay Rate: £11.18 per hour PAYE**
**This opening assignment is for 2-3 months**
**Hybrid working **This role will be mainly focused on conducting telephone appointments for Housing Benefit, Council Tax Support and Council Tax, supporting customers that are vulnerable or digitally excluded. There may also be the requirement to take inbound calls, so experience of dealing with customers over the phone is essential. The team manage calls and deal with sensitive customer financial issues. They are focussed on delivering an excellent level of customer experience.
**Key Responsibilities**:

- Communicate with customers in a variety of ways as required e.g. face, online, over the phone, providing clear information about how to access services.
- Accurately update information on relevant systems e.g. Academy, Civica, Carefirst.
- Handle and process customer requests, data, payments etc. in a secure and confidential manner on daily basis e.g. financial transactions for chargeable services.
- Proactively provide suggestions to the team on measures to improve the service in terms of efficiency, customer experience and best practice - supporting a continuous improvement ethos.
- Undertake other duties appropriate to the grade of the post.

**“Role Requirements” - to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria**:
**Qualifications**:

- NVQ Level 2 or 3.
- Customer care qualification/training.

**Experience**:

- Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
- Experience of giving information and signposting customers in a tactful and professional manner face to face, over the phone, online and in writing.
- Experience of providing an effective and efficient business support service to customers.
- Administrative experience with an understanding of office procedures.
- Experience of prioritising own workload to ensure deadlines are met.
- Experience of maintaining documents, records and data e.g. financial records, customer records or accounts.

**Skills & Abilities**:

- Ability to take ownership of issues and see through to a resolution for customers, keeping them informed as required.
- Ability to process basic service requests.
- Customer care skills and the ability to show initiative when dealing with customer enquiries.
- Communication skills to provide information and signpost customers, some with specific communication needs, when dealing with their enquiries and complaints.
- Numeracy skills required for carrying out calculations and ensuring the accuracy of data.
- Literacy skills required including spelling, grammar and punctuation for dealing with letters, documents.
- Ability to be decisive and make criteria based decisions - weighing up evidence against set criteria.
- Team working skills and the ability to work together with colleagues to deliver a cohesive, joined-up service to customers.
- Accuracy with a high level of attention to detail.
- Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).

**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF**
**If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.**

**Other “Essential Requirements” - Please check to ensure that your CV addresses the following items**:

- **Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.**
- Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
- Your availability to work either immediately, or at short notice.
- **Please refer to the Role Requirements section above - your CV must address the requirements listed.**

**Other preferable/desirable details to include on your CV, if applicable**:

- Any local authority/public sector experience
- Any relevant qualifications held or being studied for.

**Job Ref: Plymouth RQ899869**

**Anticipated Length of Assignment**: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often