Job Description
Job Description
Location: Wrexham, UK
Full time/Part Time up to 37.5 hours a week
Service details:
* NEC manage the Discretionary Assistance Fund (DAF) on behalf of our client the Welsh Government.
* The DAF team award clients with cash, grants and white goods to individuals experiencing financial hardship.
* Our core function is to verify and resolve grant applications against set criteria
* We help customers over the phone, online and by email.
The Role
1. We support delivery of Discretionary Welfare Fund (DAF) contract work via online, telephone and postal applications.
2. Works in a senior role, supporting a team of advisors to process applications and deal directly with citizens to support their queries.
3. Has a thorough understanding and working know-how of the service, including SLA’s, governance, escalation routes and data security.
4. Has a thorough understanding of the criteria and guidelines under which processing takes place, sharing expertise across the team.
5. Deal with and respond to enquiries from clients, citizens and internal colleagues in a positive and professional manner
6. Share your knowledge with others to ensure continuity in your absence, ensuring handover is in place in advance of any pla...