Job details
Posting date: 05 January 2022
Hours: Part time
Closing date: 31 January 2022
Location: Abertillery, NP131TN
Company: DWP Kickstart Scheme
Job type: Temporary
Job reference: V0000358315

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To apply for this job, you must be claiming Universal Credit and 16 to 24 years old.


Our contact centre in Abertillery is the hub from which everything is managed.

As a Contact Centre Co-ordinator you will own all inbound telephone queries received to the Contact Centre, making use of appropriate systems to record and collate all information relating to the queries and complaints received to ensure a ‘first call resolution’ for the customer. Providing customers with service excellence is a key element of the role.
The role is pivotal in ensuring our customers receive a speedy response and solution to their query.

We need someone with a friendly, confident and clear telephone manner who is numerate, literate, and is able to type to a good Standard, previous call centre experience preferred but not essential as full training will be provided.
A highly motivated individual with a strong focus on Customer Services, you will act as a first point of contact for a large number of companies. In addition to dealing with enquiries or problems, you will record and maintain accurate data on our call logging systems, by working effectively as a team member, often under pressure and you should be able to apply yourself across a wide range of tasks.

Strong written and verbal communication skills are essential, you must have the ability to work on your own initiative and highly organized in your approach to work. You must be able to work within a fast paced demanding environment, with tight deadlines, and be able to manage multi-tasking.

This is an exciting opportunity to commence and progress your career within a company who value transferable skills as much as specific experience. As such, you do not need to have comparable experience of working within a contact centre environment. However, you must be able to demonstrate a passion for Customer service excellence.
You will be taking incoming calls, No Marketing or selling is involved, with no targets.
The company operates 24/7 and is an answering service for other businesses.

Experience of working in a customer focussed environment.
· Excellent Customer Service Skills
· Very strong verbal and written communication skills
· Excellent team player with a hands on approach
· Strong computer skills, particularly typing skills and the ability to use Microsoft Computer Packages and the Internet
· Good problem solving and investigative skills
· Resourceful and a good decision-maker.
· Experience of inputting and maintaining data
· Experience of preparing written communications

Shifts patterns are (A) 07:00 to 15:00, 15:00 to 23:00, 23:00 to 07:00 (B) 17:00 to 21:00 Mon to Fri, 08:00 to 15:00, 15:00 to 21:00 Weekends / Bank Holidays


In house staff training will be provided

In addition to the support offered within the company the Local Authority’s Connected Communities team have officers who can provide an Employment Liaison function and support individuals.
For Kickstart candidates the team can:
• Inform them of upcoming, relevant job vacancies
• Provide interview preparation techniques through partner support
• Signpost to training and skills providers to enhance a candidate’s CV
• Add a candidate’s CV to the Blaenau Gwent Skills Database
• Work with local employers and partners to identify job opportunities before the end of the Kickstart Placement
• Attend employment events to communicate upcoming opportunities
• Match local workers to job opportunities

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