Customer Service Advisor

4 weeks ago


Wrexham, Wrexham, United Kingdom NEC Full time

Job Description:

Location: Wrexham

Full time hours a week

Service details:

  • National Electronic Contracts (NEC) manage the Discretionary Assistance Fund (DAF) on behalf of the Welsh Government.
  • The DAF team award clients with cash, grants, and white goods to individuals experiencing financial hardship.
  • The team verifies and resolves grant applications against set criteria.
  • The team helps customers over the phone, online, and by email.

The Role:

The Discretionary Welfare Fund (DAF) contract work is delivered 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.
  • Manage and process 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.
  • 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.

Additional Information:

National Electronic Contracts (NEC) offers an excellent benefits package, including:

  • Private Medical Cover funded by NEC for Employees.
  • 25 days paid holiday with the option to buy/sell.
  • 4 x basic salary life assurance cover funded by NEC.
  • A Group Pension Plan with fantastic employer contributions.
  • A selection of flexible benefits to suit individual needs.


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