Temporary Customer Services Advisor/Admin x2 - Pension Credit
Reference no: Barnsley 0009 7B80 / 1
Pay Rate: £12.59 per hour PAYE
Working Hours: 37 hours Monday – Friday, normal working hours
Duration: This opening assignment is for 2-3 months
City: BARNSLEY
Basic DBS disclosure required
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:
1. Hosting drop-in sessions at locations across Barnsley, and will be expected to undertake personal travel to each location.
2. Giving general advice about how to complete and submit a Pension Credit claim.
3. Completing Pension Credit forms.
4. Managing bookings for Benefit Advisors.
5. Supporting the wider team with activities relating to the Pension Credit initiative.
6. 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.
7. Analyse and interpret information given by the customer accurately, and make appropriate decisions from a range of options.
8. Liaise with internal and external stakeholders including managers, employees, Elected Members and members of the public, ensuring information and communication links are maintained.
9. Take a one Council approach, listening carefully, speaking positively and ensuring the customer receives an efficient, friendly, courteous and helpful experience.
10. 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.
Qualifications:
1. Educated to GCSE Standard (or equivalent), including passes in English and Maths.
Experience:
1. Experience of working with members of the public.
2. Experience of communicating utilising a range of access channels and electronically recording information.
3. Experience of providing advice, support and guidance.
4. Experience of working with confidential information.
5. Experience of working as part of a team and individually.
Skills & Abilities:
1. Good communication, negotiation and interpersonal skills, demonstrating excellent listening skills, with the ability to deal with a variety of internal and external stakeholders.
2. Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).
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