PREFERRED SKILLS & QUALIFICATIONS

• Good organisational and time management skills needed to prioritise urgent cases, achieve targets, and strike the correct balance between duties.
• Good drafting skills.
• Excellent written and oral communication and interpersonal skills needed to deal effectively with sometimes complex issues and concepts which require patience, understanding, tact and sensitivity.
• IT literacy, able to confidently use MS Word, Excel and Outlook to an acceptable standard.
• Ability to work under own initiative to meet deadlines and specified standards
• Team-working skills
• Ability to handle potentially distressing or emotional situations: tact, diplomacy and discretion essential

The specifics of the role vary but in summary the role is part of a national team handling complaints and enquiries from customers, their representatives (including welfare rights groups and MPs) and DWP.

• Complete customer call backs following escalation requests from the Contact Centre, maintaining accurate records and passing for investigation as appropriate.
• Manage the National Customer Relations inbox providing clear, concise responses, and recording on complaint management system as appropriate, passing to relevant operational areas or escalating for investigation as necessary.
• Deal with alternative format communication requests from customers, providing communications in an appropriate and timely manner.
• Record Right of Access requests and gather relevant data – in liaison with relevant Data Protection Officers (CHDA & DWP) and in accordance with data protection legislation.
• Maintain and monitor records relating to receipt and destruction (in accordance with DWP policy) audio recordings of assessments.
• Handle telephone enquiries from the general public, agencies and health care professionals and provide appropriate advice in relation to general queries and complaint investigations.
• Draft letters, including replies to enquiries to agreed quality standards
• Resolve each customer interaction where possible, ensuring an agreed outcome is recorded.
• General office administrative duties including ordering stationery, completing spreadsheets, copying, scanning etc
• Accurate dispatching of information as required by external courier.
• Undertake relevant copying, scanning and ad hoc administrative duties