Administrative Officer – Lisburn.

Job Role: Call Handler

• Location: Bow Street, Lisburn
• Pay: £12.59 per hour (paid weekly)
• Start Date: 17th February 2025
• Work Pattern: Monday to Friday, 9:00 AM – 4:00 PM (7-hour days including a 30-minute lunch break)
• Length of Assignment: 51 weeks, with the possibility of extension

Job Duties

• Handle incoming calls related to Finance Support and Discretionary Support, including claims, queries and reviews.
• Provide telephony coverage between 9:00 AM and 4:00 PM.
• Differentiate between call enquiries and provide appropriate resolutions.
• Use IT systems  to:
  • Answer queries.
  • Refer claims and query calls to appropriate teams using IT solutions.
  • Accurately complete all necessary system actions.
• Deliver excellent customer service with professionalism and courtesy.
• Escalate calls involving vulnerable callers, appointees, or representatives as per guidance.
• Escalate complaints and address unacceptable customer behaviour in line with guidance.
• Demonstrate flexibility to meet customer demand in a fast-paced environment.
• Perform any additional duties as requested by line management.
• Initial training will be office-based, with potential to work from home upon successful training completion.

Essential Criteria

• 5 GCSEs (Grades A-C), including Maths and English, or Level 2 equivalent.
• Willingness to undergo an Access NI Background Check (facilitated by TRC).

Benefits

• Hybrid Working Pattern: Opportunity to work from home following successful completion of training.
• Flexi-Time: Access to flexi-time arrangements (facilitated by the department).