What's involved with this role:
Temporary Customer Services Advisor/Admin x 2 - Pension Credit
Job Ref: Barnsley TCL 0009 6097 / 1
Pay Rate: £12.59 per hour PAYE
Hours per week: 37 Monday – Friday, normal working hours
Role Length: This opening assignment is for 2-3 months
City: Barnsley, South Yorkshire
Basic DBS disclosure required for this role
The purpose of the role is to deliver a high quality, efficient and effective customer focused service, whilst adopting a digital first approach.
Key responsibilities:
Hosting drop-in sessions at locations across Barnsley, and will be expected to undertake personal travel to each location.
Giving general advice about how to complete and submit a Pension Credit claim.
Completing Pension Credit forms.
Managing bookings for Benefit Advisors.
Supporting the wider team with activities relating to the Pension Credit initiative.
Respond to customer enquiries (some of which may be upsetting) received through multiple access channels including, telephony, face to face, e-mail, web chat and social media, in accordance with the Council’s Digital First principles, standards of professional conduct and taking into account any safeguarding issues.
Analyse and interpret information given by the customer accurately, and make appropriate decisions from a range of options.
Liaise with internal and external stakeholders including managers, employees, Elected Members and members of the public, ensuring information and communication links are maintained.
Take a one Council approach, listening carefully, speaking positively and ensuring the customer receives an efficient, friendly, courteous and helpful experience.
Handle complaints and difficult or aggressive customers in a calm and professional manner, ensuring a customer focussed service, demonstrating initiative, diplomacy and resilience in a demanding environment.
Undertake duties whilst dealing with interruptions, queries and conflicting demands arising from customer queries and requests, ensuring key performance indicators are achieved.
Promote, support and encourage customer independence through the use of self-service channels e.g. via the internet.
Qualifications:
Educated to GCSE Standard (or equivalent), including passes in English and Maths.
Skills & Experience:
Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
Experience of working with members of the public.
Experience of communicating utilising a range of access channels and electronically recording information.
Experience of providing advice, support and guidance.
Experience of working with confidential information.
Experience of working as part of a team and individually.
Good communication, negotiation and interpersonal skills, demonstrating excellent listening skills, with the ability to deal with a variety of internal and external stakeholders.
Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
Clients are generally looking for candidates who are local to, or who can commute easily to the place of work. It will help your application if your CV states, in broad terms, where you reside – there is no need for a full address.
Please feel free to apply to us direct via jobs@tclrec.com by quoting the job reference and exact job title.
To help speed up the process of uploading your CV to the client we would ask that you send us your CV in Word format (or equivalent) if possible, not as a PDF.
If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension, you will be working at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than umbrella pay terms. We do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity.
Due to the number of CVs being sent to us under current market conditions, unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days, please assume that you have not been shortlisted on this occasion. We will, however, be very happy to receive future applications from you for other roles.
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Job Ref: Barnsley TCL 0009 6097 / 1
Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Please do try to resist contacting us with requests for progress updates.
We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.
Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.