Duration: 6 months with a possibility of extension

Rate of pay: £13.75

Hours of work: Post is based on an 8am to 8pm working pattern Monday – Friday and a requirement to work every four Saturday 9am – 5pm. Jobholder will be required to work a variety of patterns between 8am and 8pm. DWP business areas in Northern Ireland adhere to Great Britain Easter Public Holidays and jobholder will be required to observe Easter Public Holidays of Good Friday and Easter Monday

Key Responsibilities:

This is a long term assignment consisting of 6 weeks online training and consolidation. Successful candidates will remain office based for up to the first 6 months of the assignment, the option to work from home may become available after 6 months and depending on performance.
No leave can be granted during training and consolidation period.
Job description:
Your responsibilities will include, but not be limited to:-
•To competently use the telephone as this is the primary means of customer contact through inbound and outbound calls.
•To help and support our diverse group of customers by delivering a quality service, communicating clearly and effectively, providing accurate information, and influencing/negotiating to successfully resolve queries and/or action any changes to their personal circumstances in what can be difficult and sensitive situations.
•Take personal accountability for every customer/stakeholder you have contact with.
•Consider each customer’s case as a whole, making the right decisions at the right time.
•Give clear and explainable reasons for your decisions.
•Be polite and professional, treating customers with respect.
•Adapting your behaviour to meet the needs of our diverse customers.
•Maintaining clerical and electronic records.
•To listen, be honest, be empathetic and compassionate and always remain composed and professional in what can sometimes be a challenging environment.
•To protect Departmental and our customer’s personal information adhering to all security policies and procedures.
•To ensure that all actions required to maintain the claimant’s digital account are completed promptly and accurately.
•To work on your own and collaboratively, effectively, and flexibly within a team and contribute towards team expectations.
•Take responsibility for your own development to improve competency and skills, supporting and coaching others to do the same.
•Use a range of computer systems, telephony, and digital platforms.
Sickness/Absence:
Due to the nature of the training, full attendance is important during the training period, noncompliance may lead to your assignment being ended early. Emergency leave will be considered on a case by case

Essential Criteria applicants must have:

Proof of 5 GCSEs English and Maths grade C or above or the equivalent.

Excellent IT skills, including use of Microsoft Word and Excel.
Excellent communication skills.
Proven ability to use own initiative.

Please send your CV via the link or to Jack.Knox@therecruitmentco.uk