We have a fantastic opportunity for you to join our client, Northern Ireland Civil Service, based in Belfast as a full-time Admin Officer (telephony). This is a long-term temporary opportunity.
Our client is Northern Ireland’s Leading Public Sector Employer.
Administrator Pay Rate: £12.59 per hour
Benefits working with NICS:
* On the job training provided
* Long term opportunity - 51 weeks with possibility of extension
* No experience required
* Most weekends off - working 1 in 4 Saturdays
Administrator hours of work:
* Various 8 hour shift patterns required between the hours of 8am and 8pm Monday to Friday. One Saturday in every 4 is also required working 9am - 5pm.
About the Telephony role
The main business of the Child Maintenance Service is to promote the financial responsibility parents have for their children; to provide information and support for parents to enable them to make effective child maintenance arrangements; and to provide an efficient statutory maintenance service with effective enforcement powers. You will work as a member of a team in a busy and fast paced environment providing an efficient and effective service to our customers. Staff are expected to contact customers by phone to enable us to gather information and process applications and changes as quickly as possible. Dealing with inbound calls and making outgoing calls are an integral part of the work in CMS. You should remember that your actions in dealing with cases can have a major impact on the lives of our customers so your calculations must be accurate and decisions fully recorded. When you complete your training you will join one of our business teams and while your specific duties will depend on the team in which you are placed, dealing with customers by phone will be a major part of your work. Duties will include Call handling • Handling inbound calls from Paying Parents (PP), Receiving Parents (RP), and potentially Employers. There may be some outbound calls to be made. • Managing customer’s expectations, taking the time to explain processes clearly and providing realistic and accurate timeframes for action to be completed. • Collecting and recording evidence and information by phone to speed up the processing of new claims and to action ‘change of circumstance’ requests quickly and accurately to ensure paying cases continue paying. • Handling all calls in a calm and professional manner Other duties/responsibilities: • Where appropriate, making decisions in relation to maintenance calculations and recording those decisions fully and accurately • Making appropriate use of Child Maintenance computer systems to record and retrieve information • Taking efficient and effective action on all incoming correspondence to deliver a high-quality customer service • Using available ‘tracking tools’ to manage own workload and contribute to achieving the organisations targets Ensuring adherence with GDPR by ensuring that all customer information is held appropriately and securely.
These roles are full-time, office based. Working from home may become available in the future.
We’re looking for...
* Effective call handling skills and excellent interpersonal skills
* Good verbal and written communication skills
* Ability to build rapport with colleagues and customers
* Ability to work accurately within set deadlines and to achieve targets
* Basic IT skills / computer literacy with an aptitude for learning new systems
* Organised with good time management skill
The Recruitment Co are committed to promoting equal opportunities and recognise the diversity of our workforce is the source of our strength. Applications are encouraged and welcomed from all backgrounds and communities, and all characteristics.
**No experience needed - just 5 GCSE grades C or above required (including English & Maths)**
**An AccessNI will be required**
Interested? Click apply now to join our admin team!
RecCoBelfast