National Service Telephony Agent Administrative Officer Longbenton
| Posting date: | 19 April 2024 |
|---|---|
| Salary: | £25,082 per year |
| Hours: | Full time |
| Closing date: | 06 May 2024 |
| Location: | Longbenton |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 349871/1 |
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).
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.