Escalation Admin Suppport

The Role:

To provide a high quality advice service by telephone to the DWP regarding applications for Personal Independent Payments (PIP).

Our vision is that all escalations tasks will be completed to an exceptional standard within one team, delivering and exceeding Customer expections and achieving service levels in telephony and back office activities. This will incorporate both simple and complex issue resolution for the DWP as well as completing back offfice administrative tasks. The role will also include supporting the Clinical Escalations team with any clerical duties to support the team in their roles.

37 hours per week Monday to Friday between 8am & 8pm.

Duties include

• Answering calls from the DWP and dealing with queries in a professional and effective manner, ensuring appropriate management of call lengths and call quality
• Quality and accuracy of information given to the DWP
• Average Handling Time
• Accuracy of system usage
• Telephone answering behaviour
• Attendance and time keeping
• Knowledge of departmental policies and procedures
• Accuracy of use of the IT systems
• High standard of general telephone behaviour
• Back office administrative tasks
• Any other duties that may be deemed necessary by the business to ensure successful delivery of the PIP assessment service

Key Skills and Experience

You will be an Enquiry Centre Advisor with experience of inbound call handling and/or back office task completion covering the following core and specialist tasks:

• Standard and Priority Decision Assist
• Standard and Priority Rekey and Close
• Standard and Priority New Referrals
• FTA / FTC process (good overall awareness)

How to apply:

Please email with your expression of interest form & covering letter