Debt Management Telephony Officer - Pontypridd, United Kingdom - Department for Work and Pensions

Department for Work and Pensions
Department for Work and Pensions
Verified Company
Pontypridd, United Kingdom

1 month ago

Tom O´Connor

Posted by:

Tom O´Connor

beBee Recruiter
Description

Details:


Reference number:


Salary:

- £24,273 - £24,273
Job grade:


  • Administrative Officer
    Contract type:
  • Permanent
    Business area:
  • DWP
  • Service Excellence
  • Counter Fraud, Compliance and Debt
  • Debt Management

Type of role:
  • Debt Management
  • Operational Delivery
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime
    Number of jobs available:
  • 12Contents
    • Location

    About the job


    Benefits:

    Things you need to know

    Location

    • PontypriddAbout the job

    Job summary:


    Why work here?

    Are you looking to enhance or gain experience in both Customer Service (Telephony) and Administration? Do you enjoy helping others?

    Are you an excellent communicator who enjoys helping customers over the phone? If so, we would like to hear from you.

    We have varied, exciting and challenging roles available within our Counter Fraud, Compliance and Debt (CFCD) team.

    Our aim is to drive down the level of fraud, error and debt within the benefit system, to protect the public purse, as well as protecting those most vulnerable in our society.

    As a Debt Management Telephony Officer, your primary role will be handling contact from customers effectively and efficiently.

    You will be the first point of contact for our customers, providing a high standard of service by telephone and via correspondence.

    You will be at the heart of our front-line operations, assisting our customers by providing a high quality, empathetic service.

    As part of a supportive team, you'll be listening to customers and agreeing suitable solutions - you'll be able to make a real difference.


    If you want to join somewhere that recognises the importance of work-life balance, where you can learn new skills and progress your career, then CFCD is the place for you.

    Come and join the CFCD team today

    Job description:


    What will you be doing?

    • Providing excellent customer service over the phone, through inbound and outbound telephone calls and via correspondence.
    • Dealing effectively and professionally with enquiries from customers and organisations.
    • Often acting as the first point of contact for our customers, you will be negotiating the repayment of debt and loans by telephone.
    • Communicating clearly and concisely, respecting diversity at all times.
    • Ensuring information and data is recorded accurately and that case records are up to date.

    As a Debt Management Telephony Officer, you will:

    • Be able to work effectively both alone and within a team
    • treat colleagues with respect, display integrity, support others and act as a positive role model.
    • Have effective communication skills take personal responsibility for providing outstanding customer service.
    • Be willing to learn you will receive highquality, tailored training in DWP's digital systems, policies, and procedures.
    • Be adaptable have a positive and flexible attitude, able to be proactive and problem solve.
    • Have good attention to detail.

    Person specification:


    Key Criteria

    We are looking for a person who:

    • Demonstrates effective communication skills treating colleagues and customers with respect and taking personal responsibility for customer service
      (Lead Criteria 1).
    • Works collaboratively and effectively within a team
      (Lead Criteria 2).
    • Is able to comply with policy and procedures, take responsibility for security and data storage, use all relevant digital platforms and build personal capability where necessary.
    • Is able to work diligently to achieve a minimum expected performance as directed by the Team Leader.
    • Has a desire to showcase public service at its best.
    • Demonstrates a positive and flexible attitude in order to achieve outcomes in a fast changing environment.
    • Displays integrity and support for others, acting as a positive role model for their team and colleagues.
    • Possesses the ability to work both autonomously and as part of a team to achieve goals, preempting or proactively addressing any potential issues that may arise.
    • Has a willingness to learn how to deliver a DWP service using digital methods. Consistently communicate well to inspire others and achieve results.

    Desirable Skills

    • The ability to speak Welsh is desirable.

    Behaviours:

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

    • Managing a Quality Service
    • Making Effective Decisions
    • Communicating and Influencing

    Benefits:


    With great benefits including:


    • Generous annual leave 23 days on entry, increasing up to 30 days over time (prorata for part time employees), plus bank holidays and one day of leave for the King's Birthday. The exact number of days of annual leave will be determined by any current years of service.
    • Competitive maternity, paternity and parental leave we also recognise the importance of a good worklife balance and offer flexible working and a family friendly approach to work.
    • Training and apprenticeships
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