ADMIN OFFICER ( TELEPHONY) ES.

We are currently recruiting for AO’s based in Belfast city centre. The successful candidates will be required to start once the vetting paperwork and ANI completed.

Start date: 29th Jan

Duration: 51 weeks with possible extension

Hours of work: Full time 9 to 5

The contracted hours are 8am – 8pm Monday – Friday and every 4^th Saturday on a rota basis. However, at present staff are working various shift patterns between 9.00 – 5.00 Monday to Friday

Rate of pay: £11.99

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.

Training Dates:

29.01.24 – 30.01.24 – Welcome & Introduction

31.01.24 – 02.02.24 – Digital Training

05.02.24 – 16.02.24 – DWP Online Training

19.02.24 – 15.03.24 – Consolidation

No leave can be granted during above periods.

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 basis.

Essential Criteria applicants must have:

• five GCSE/GCE passes (at A, B or C) with Maths and English.

( Proof of certs required )

• 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 karen.cameron@therecruitmentco.uk