Customer Service Advisor

Summary

Join us and make a difference in the world! We're looking for a candidate to support delivery of our Eligibility Services contract work via online, telephone and postal applications.

Responsibilities

• Support delivery of our Eligibility Services contract work 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 applications, queries and payments using the computerised NEC interface, ensuring: Professionalism in gathering the data Sufficient and accurate data recording Recording in a timely manner
• Liaise with applicants to process information into the Northgate System
• Undertake eligibility checks with the applicant, seeking information direct from the applicant and utilising additional computerised interfaces for confirmation
• To fully understand the legislation and criteria involved in the various eligibility services
• To comply with Processing Services Customer Charter when dealing with all incoming and outbound calls
• To complete statistical information as instructed by the Service Manager
• To act on requests for support regarding system access and used by the customer
• To work as part of the team in achieving targets set by the Service Manager
• Deal with and respond to enquiries from clients, citizens and internal colleagues in a positive and professional manner
• Share your knowledge with others to ensure continuity in your absence, ensuring handover is in place in advance of any planned absence