Answer Finance Support, Discretionary Support incoming calls including Discretionary Support claims, queries and reviews, Short Term Benefit Advance and Universal Credit Contingency Fund.
Provide telephony cover between 9am and 4pm
Differentiate between call enquiries
Use IT systems (to include Legacy Benefit systems, Discretionary Support computer system, CPT, Debt Manager, Searchlight and Universal Credit computer system) to answer queries and refer claims and query calls to appropriate team using IT solution, accurately completing all necessary system actions
Provide excellent customer service, demonstrating professionalism and showing courtesy to callers
Escalate calls from vulnerable callers and appointees/representatives per guidance
Escalate complaints per guidance
Take appropriate action on Unacceptable Customer Behaviour
Demonstrate flexibility, meeting customer demand in a fast paced environment
Any other duties as requested by line management
Initial training office based with the potential to work from home following successful completion of training

Hybrid and Flexi available.