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Benefits Support Consultant

2 weeks ago

Bracknell, United Kingdom NECSWS Full time

Company Description
- NEC Software Solutions is headquartered in the UK and operates around the world.
- We employ more than 3,000 people in six countries, building software and services to get our customers better outcomes.
- We traded as Northgate Public Services until 1 July 2021 when we rebranded to align with our owners, NEC. Most of our subsidiary companies did too (APD Communications, i2N, EMIS Care and Charter Systems) but our service design agency still trades as Snook.
- We’ve been part of global tech company NEC Corporation since January 2018.

Find out more about our business on the Corporate Responsibility and Performance pages.

**Job Description**:
**MAIN RESPONSIBILITIES**:

- Provide excellent customer support, liaising with all relevant resources, to ensure a timely resolution to any issue against the full Service Level for the customer;
- Deliver a pro-active support service and have a good understanding of the Incident Management techniques in line with ITIL Best Practice;
- Provide information from an investigation to the 3rd Line Teams where an answer or resolution cannot be identified;
**PERSON SPECIFICATION**:

- ** **Excellent oral and written communication skills
- Ability to manage workload and meet deadlines
- Self-motivated with a desire to learn and own problems to resolution
- Demonstrate solid problem solving and lateral thinking skills
- Capable of communicating to technical and non-technical staff unambiguously at all levels in respect of support calls
- Willingness to challenge and participate in solution development
- Proactive and forward thinking to stop problems occurring
- Capable of multi-tasking and balancing complex customer and internal priorities
- Willingness and ability to represent NEC Support in both internal and external meetings

**Qualifications**:
**ESSENTIAL COMPETENCIES & EXPERIENCE**

**Good Knowledge and experience of Housing Benefit and Council Tax Reduction Scheme**
- Good knowledge of Housing Benefit Legislation
- Able to provide accurate advice and guidance on Benefits products
- Recognise and prioritise urgent calls
- Manage an issue to conclusion, co-ordinating the skills of additional resources, or past experience, as required
- Ability to accurately document issues in an appropriate time frame.
- Excellent customer service skills, able to explain difficult information or “bad news”
- Effective problem solving
- Work independently using own initiative
- Flexible attitude - including visits to customer site, user groups and other NEC offices
- To work effectively in a team, liaising appropriately with other NEC staff, NEC customer and third parties, meeting deadlines and following the manager’s instructions
- Excellent communication skills to ensure the issues the customer is experiencing are understood and the ability to fully explain resolutions and workarounds in writing or by telephone.
- Identify customer support issues that may require a more pro-active approach to their resolution and to utilise any tools available (reporting, conference calls, escalation procedures) to provide a satisfactory resolution for both the customer and NEC
- Ensure that information received that has a material impact on a/the customer/s or NEC is communicated effectively internally to ensure appropriate action takes place
- Flexible and keen approach to learning new skills and acquiring knowledge.

**DESIRABLE COMPETENCIES & EXPERIENCE**

**Customer Service Experience**
- Experience of NEC Revenues and Benefits software
- SQL knowledge

Additional Information
**Employees of NEC are entitled to the following Company funded benefits**:

- Single Private Medical Cover (with the option to select family cover at additional cost)
- 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days during enrolment period
- 4 x basic salary life assurance over
- A Group Pension Plan with fantastic employer contributions
- A selection of tax efficient flexible benefits to suit your individual needs such as cycle to work scheme
- The role offers a competitive salary

**OTHER INFORMATION