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Customer Service Representative

2 months ago

Leeds, Leeds, United Kingdom Department for Work and Pensions Full time
Job Description

The Department for Work and Pensions is seeking a highly skilled and motivated individual to join our team as a Customer Service Support. This is an exciting opportunity to work in a dynamic and supportive environment, providing administrative support to our business and ensuring service delivery standards are met.

Key Responsibilities
  • Maintain targets by ensuring appeal work is registered accurately on e-case and passed to relevant colleagues or stakeholders within set timescales.
  • Actively follow up on appeal cases, consulting relevant internal and external colleagues as necessary.
  • Monitor the Oral Hearing diary to check that all necessary action has been taken in advance of the oral hearing date. Liaise with Legal Services as required.
  • Maintain clerical and electronic records accurately.
  • Proactively address and resolve colleague and stakeholder issues helpfully, promptly and accurately.
  • Undertake ad-hoc stationery/stockholder duties as required.
People Development Activities

We are committed to providing a supportive working environment where people can progress and develop. This will involve participation in regular performance discussions with your line manager to develop skills and behaviours, and actively engage in development to understand the wider work of the unit.

Person Specification
  • Managing A Quality Service (Lead Criteria): Gain a clear understanding of customers' needs and expectations. Plan, organise and manage your own time to deliver a high-quality service which gives taxpayers a good return for their money. Act to prevent problems by identifying issues, reporting them and providing solutions. Keep customers and all colleagues up to date with progress. Show customers where to access relevant information and support that will help them to use services more effectively.
  • Working Together: Proactively contribute to the work of the whole team and remain open to taking on new and different roles. Get to know your colleagues and build supportive relationships. Listen to alternative perspectives and needs, responding sensitively and checking understanding where necessary. Ask for help when needed and support others when the opportunity arises. Be aware of the need to consider your own wellbeing and that of your colleagues. Understand that bullying, harassment and discrimination are unacceptable.
  • Communicating & Influencing: Put forward your views in a clear, constructive and considerate manner. Use an appropriate method of communication for each person, taking into consideration their individual needs. Use plain and simple language, being careful to check written work for errors. Consider the impact of language used on different groups of stakeholders. Remain honest and truthful when explaining opinions. Listen and ask questions to ensure your understanding.
Behaviours

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

  • Managing a Quality Service
  • Working Together
  • Communicating and Influencing
Benefits

Alongside your salary, the Department for Work and Pensions contributes 28.97% towards you being a member of the Civil Service Defined Benefit Pension scheme. We also have a broad benefits package built around your work-life balance, including:

  • Working patterns to support work/life balance such as job sharing, term-time working, flexi-time and compressed hours.
  • Generous annual leave at least 23 days on entry, increasing up to 30 days over time (prorata for part-time employees), plus 9 days public and privilege leave.
  • Support for financial wellbeing, including interest-free season ticket loans for travel, a cycle to work scheme and an employee discount scheme.
  • Health and wellbeing support including our Employee Assistance Programme for specialist advice and counselling and the opportunity to join HASSRA a first-class programme of competitions, activities and benefits for its members (subscription payable monthly).
  • Family friendly policies including enhanced maternity and shared parental leave pay after 1 year's continuous service.
  • Funded learning and development to support progress in your role and career. This includes industry-recognised qualifications and accreditations, coaching, mentoring and talent development programmes.
  • An inclusive and diverse environment with opportunities to join professional and interpersonal networks including Women's Network, National Race Network, National Disability Network (THRIVE) and many more.