Job Description
Location: Wrexham, UK
Hours: Full time/Part Time up to 37.5 hours a week
Service details:
* NEC manages the Discretionary Assistance Fund (DAF) on behalf of our client the Welsh Government.
* The DAF team awards 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:
* Support delivery of Discretionary Welfare Fund (DAF) contract work via online, telephone, and postal applications.
* Work in a senior role, supporting a team of advisors to process applications and deal directly with citizens to support their queries.
* Have a thorough understanding of the service, including SLA’s, governance, escalation routes, and data security.
* Understand the criteria and guidelines under which processing takes place, sharing expertise across the team.
* Deal with and respond to enquiries from clients, citizens, and internal colleagues in a positive and professional manner.
* Share knowledge with others to ensure continuity in your absence, ensuring handover is in place in advance of any planned absence.
* Be the primary contact for appeals and reissue of payments, ensuring the Service Manager is kept updated.
* Manage and process data in a fast-paced office environment.
* Ensure accurate data recording.
* Understand the legislation and criteria involved in awarding emergency payments and individual assistance grants and process applications accordingly.
* Deal with incoming and outgoing correspondence relating to Local Welfare Provision either by telephone, email, or letter.
* Act as a key deliverer of the DAF contract.
Additional Information:
* We pride ourselves on offering an excellent benefits package, including an above-average pension scheme.
* Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
* 25 days paid holiday with the option to buy/sell (FTE).
* 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
* A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%.
* A selection of flexible benefits to suit your individual needs.
* All colleagues get free access to LinkedIn Learning. Over 15,000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.
OTHER INFORMATION:
* Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
* All offers are subject to satisfactory vetting, financial probity checks, references, and occupational health checks.
* Depending on the nature of the role, a Disclosure Barring Service (DBS) check may also be required.
NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.
Who We Are:
We’re NEC Software Solutions (part of global tech giant NEC Corporation). Our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people, and even test the hearing of newborn babies.
Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.
We work with governments, hospitals, police forces, housing providers, local authorities, and more. We help them pay financial support faster, speed up treatments for patients, and respond to emergencies effectively. Together, we make a world of difference.
We’d love your help. And we’ll support you all the way.
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