National Service Telephony Agent Administrative - Glasgow, United Kingdom - Department for Work and Pensions

Department for Work and Pensions

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Details:

Reference number:

Salary:

- £25,082
Job grade:

Administrative Officer
Contract type:
Permanent
Business area:
DWP
Work and Health Services
Universal Credit Service Centre
Milton Service Centre
Type of role:
Operational Delivery
Working pattern:
Flexible working, Fulltime, Job share, Parttime
Number of jobs available:
33Contents

Location

About the job

Benefits:

Things you need to know

Location

GlasgowAbout the job

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.

Person specification:

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.

Behaviours:

We'll assess you against these behaviours during the selection process:

Managing a Quality Service
Communicating and Influencing
Managing a Quality Service

Benefits:

Learning and development tailored to your role
An environment with flexible working options
A culture encouraging inclusion and diversity
A Civil Service pension with an average employer contribution of 27%

Location
Please be aware that this role can only be worked in the UK and not overseas. Relocation costs will not be reimbursed.

Hybrid Working

This job role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home.

This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.

The number of days that anyone will be able to work at home will be determined primarily by business need, but personal circumstances and other relevant circumstances will also be taken into account.

If you are successful, any opportunities for hybrid working, including whether a hybrid working arrangement is suitable for you, will be discussed with you prior to you taking up your post.

Things you need to know

Selection process details:

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Strengths.

We'll assess you at
Level 1 against these behaviours during the selection process:

Managing a Quality Service

- Sift and Interview

Communicating and Influencing
Interview

The Interview Process

This will consist of two behaviour-based questions based on the two behaviours listed above and 2 strength-based questions, which will last approximately 30 minutes - this is called a 'Blended Interview'.

Further det