The specifics of the role vary but in summary the role is part of a national team handling complaints and enquiries from customers, their representatives (including welfare rights groups and MPs) and DWP.
Salary Range
Non-London: £24,100
London: £26,500
1. Complete customer call backs following escalation requests from the Contact Centre, maintaining accurate records and passing for investigation as appropriate.
2. Manage the National Customer Relations inbox providing clear, concise responses, and recording on complaint management system as appropriate, passing to relevant operational areas or escalating for investigation as necessary.
3. Deal with alternative format communication requests from customers, providing communications in an appropriate and timely manner.
4. Record Right of Access requests and gather relevant data – in liaison with relevant Data Protection Officers (CHDA & DWP) and in accordance with data protection legislation.
5. Maintain and monitor records relating to receipt and destruction (in accordance with DWP policy) audio recordings of assessments.
6. Handle telephone enquiries from the general public, agencies and health care professionals and provide appropriate advice in relation to general queries and complaint investigations.
7. Draft letters, including replies to enquiries to agreed quality standards
8. Resolve each customer interaction where p...