National Service Telephony Agent Administrative Officer Longbenton

at  Department for Work and Pensions

JOB SUMMARY

Are you looking for a career in Customer Service and Administration?
Do you enjoy helping others? If so, we would like to hear from you. The DWP has a diverse customer base of around 20 million in communities throughout the UK.
You will be working at the heart of DWP’s front line operations helping to change people lives.
Our telephony agents hold an important role in delivering excellent customer service.
The full-time starting salary for this role is £25,082 per year (pro rata for non-standard hours).

JOB DESCRIPTION

As National Services Telephony Officer, their primary role will be handling contact from customers effectively and efficiently. This will involve:

• Handling customer queries by telephone (both inbound or outbound) and correspondence.
• Undertaking appropriate processing of work, ensuring various IT systems are updated with accurate information.
• Ensuring Data Protection, Internal processed and Standards of Behaviour are adhered to.
• Deliver strong telephony and digital communication skills to a diverse range of claimants.
• Assist customers by answering queries or directing them to the appropriate channels/services.
• Promote the use of our digital channels where it is appropriate.
• Deliver strong telephony and digital communication skills to a diverse range of claimants. Identify vulnerable customers and take appropriate action.
• Ensure at the conclusion of your call that your customer understand the next steps and what they need to do.
• Ensure you record accurate notes of actions taken and advice on next steps ensuring various IT systems are updated.
• Ensuring Data Protection, Internal processed and Standards of Behaviour are adhered to.
• Manage telephone calls and national inbox enquiries.
• Manage own development, particularly digital ways of working.
• Maintain the security and integrity of customer information.
• Be vigilant in preventing fraud and error.
• Taking prompt action to make referrals to fraud or compliance colleagues when appropriate.

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

As National Services Telephony Officer, their primary role will be handling contact from customers effectively and efficiently. This will involve:

• Handling customer queries by telephone (both inbound or outbound) and correspondence.
• Undertaking appropriate processing of work, ensuring various IT systems are updated with accurate information.
• Ensuring Data Protection, Internal processed and Standards of Behaviour are adhered to.
• Deliver strong telephony and digital communication skills to a diverse range of claimants.
• Assist customers by answering queries or directing them to the appropriate channels/services.
• Promote the use of our digital channels where it is appropriate.
• Deliver strong telephony and digital communication skills to a diverse range of claimants. Identify vulnerable customers and take appropriate action.
• Ensure at the conclusion of your call that your customer understand the next steps and what they need to do.
• Ensure you record accurate notes of actions taken and advice on next steps ensuring various IT systems are updated.
• Ensuring Data Protection, Internal processed and Standards of Behaviour are adhered to.
• Manage telephone calls and national inbox enquiries.
• Manage own development, particularly digital ways of working.
• Maintain the security and integrity of customer information.
• Be vigilant in preventing fraud and error.
• Taking prompt action to make referrals to fraud or compliance colleagues when appropriate

To be successful in this role you will need to:

• Have good listening skills, be adaptable and treat each customer as an individual.
• Have good verbal and written communication skills.
• Handle customer telephone calls to deliver excellent customer service whilst managing customer expectations.
• Manage your workload and development to keep up to date with Service changes.
• Be able to encourage and support customers to use our digital service.
• Build effective relationship with customers and colleagues to deliver successful outcomes.
• Be able to make informed decisions and communicate this sensitively