Bilingual Customer Support Specialist

3 weeks ago

Wrexham, Wrexham, United Kingdom NEC Software Solutions Full time

Company Overview

Join us in making a significant impact in the community.

Learn more about our mission at

Position Overview

Location: Wrexham, UK

Full-time role, 37.5 hours per week

‍

Service Overview:

NEC oversees the Discretionary Assistance Fund (DAF) on behalf of the Welsh Government.

The DAF team provides financial support, including cash grants and essential items, to individuals facing economic challenges.

Our primary responsibility is to assess and process grant applications according to established guidelines.

We assist clients through various channels including phone, online, and email.

Key Responsibilities

Facilitate the execution of Discretionary Welfare Fund (DAF) contract tasks through online, telephonic, and postal applications. Serve as the initial contact for applicants and manage the NEC system to ensure efficient application processing.

  • Administer emergency payments and individual assistance grant requests.
  • Handle and process data in a dynamic office setting.
  • Ensure precise data entry and management.
  • Communicate with applicants to gather necessary information for the DAF process.
  • Conduct eligibility assessments with applicants, gathering information directly and from supplementary sources.
  • Understand the relevant legislation and criteria for awarding emergency payments and individual assistance grants, processing applications accordingly.
  • Adhere to the Processing Services Customer Charter in all communications, both in English and Welsh.
  • Collaborate with team members to meet targets established by the Service Manager.
  • Manage incoming and outgoing correspondence related to Local Welfare Provision via phone, email, or letter.
  • Respond to inquiries from clients, citizens, and internal colleagues in a courteous and professional manner.
  • Act as a key contributor to the DAF contract delivery.

Qualifications

Welsh language proficiency at a conversational level.

Additional Benefits

We offer a comprehensive benefits package, including a competitive pension scheme. When you become part of NEC Software Solutions, you will receive:

  • Private Medical Insurance funded by NEC for employees (with options to include family members at an additional cost).
  • 25 days of paid vacation with the option to buy/sell (FTE).
  • Life assurance coverage at 4 times the basic salary funded by NEC (with options to increase coverage at an additional cost).
  • A Group Pension Plan with excellent employer contributions up to 8.5%.
  • A variety of flexible benefits tailored to your individual needs.
  • All employees have complimentary access to LinkedIn Learning, featuring over 15,000 courses across diverse subjects.

Important Information

  • Candidates must demonstrate a pre-existing right to work and travel within the UK. Documentation will be required.
  • All offers are contingent upon satisfactory vetting, references, and occupational health assessments.
  • A Disclosure Barring Service (DBS) check may be necessary depending on the role.

NEC Software Solutions is committed to equal opportunity employment, welcoming applications from all backgrounds. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please inform us. We strive to provide an inclusive and accommodating experience for all candidates.

About Us:

At NEC Software Solutions, part of the global technology leader NEC Corporation, our software plays a crucial role in various essential services, including emergency response, healthcare, and public transport.

By joining our team, you will be part of a dedicated workforce of over 3,000 employees, working to enhance public services and improve lives.

We collaborate with governments, healthcare providers, law enforcement, housing organizations, and local authorities to expedite financial support, improve patient care, and respond effectively to emergencies. Together, we can make a meaningful difference.

We look forward to your contribution and will support you throughout your journey with us.

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