Customer Service Advisor - R&B Trainee

Job Description

Hartlepool Office Based Only

Working within the busy area of the Revenues & Benefits department you will be involved in processing and telephony of all Housing / Council tax changes,  following the procedures given and working to KPI’s with excellent accuracy at all times.

Main Responsibilities

• To deal directly with customers of the service via letter, email and telephone to ensure delivery against the service contractual requirements affording excellent customer service at all times.
• Meet the standards or deadlines required whilst performing all duties with Minimum support
• Complete high levels of workload consistently in line the Right Time Indicator, The Right Benefit Indicator and Subsidy regulations
• Coaching and mentoring junior staff/Colleagues
• Shares best practice with colleagues and lead update sessions to wider team
• Keeps own knowledge up to date through use of publications, briefing notes and bulletins as well as attend external training session to improve wider teams skills
• Maintain a constructive and positive attitude within the Business Centre taking on additional duties as and when required and contribute ideas to assist improvements
• Regularly exceeds minimum contractual standards for productivity/accuracy
  

Qualifications

Skills Required

●    Proven problem solving skills
●    Good customer service and communication skills
●    Working knowledge of Housing Benefits / Council Tax
●    Delivers under pressure with a flexible approach to work
●    IT competent
●    Self-motivated

Skill development and progression –
Skills:-
NEC are committed to developing and expanding the skill and knowledge sets of all of our colleagues. We aim to cross skill in at least one additional service within our processing centre. For example as a Revenues and Benefits Assessor you may look to undertake additional training in one or more of our Central Government services, i.e. Blue Badge Improvement Service, Local Welfare Provision, Heavy Goods Vehicle Levy Scheme or London Councils Appeals Service.

Progression:-
NEC actively seeks to progress our colleagues internally. The vast majority of our current management team have progressed to their current roles, having come to NEC as Revenues and Benefits Officers.
Career progressions within our Revenue and benefits processing department:-
❏    Revenues and Benefits officer >
❏    Revenues and Benefits Senior >
❏    Revenues and Benefits Service Manager>
❏    Senior Operational Management Roles>

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. 

OTHER INFORMATION

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks. 
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.