Telephony Officer- Belfast City Centre.

Our client, A large public sector organisation, Is looking for Telephony officers to join their team.

Job Title: Telephony Officer

Duration: 51 weeks – could be extended

Rate of Pay: £11.99 per hour

Start Date: ASAP – Must be fully registered in order to start

Location: Belfast City Centre

Hours: 37 hours per week but AWP 08:00 – 20:00 on a rota basis

Start Date: Various Starting dates throughout November.

Are you ready to make a difference in the lives of families? Join our team in Belfast City Centre and become an essential part of our mission to promote parental financial responsibility for their children.

About Us: Candidates will help parents to fulfill their financial responsibilities towards their children. We provide information, support, and an efficient statutory maintenance service with robust enforcement powers.

Role Overview: As a Telephony Officer, you will work as a key member of a dynamic team in a fast-paced environment. Your role will involve contacting customers by phone to gather vital information and efficiently process applications and changes. Handling inbound and, occasionally, outbound calls is a core aspect of your work. Please keep in mind that your actions in managing cases can profoundly impact the lives of our customers. Therefore, precision in calculations and thorough recording of decisions is crucial.

Key Responsibilities:

• Call Handling:
  • Skillfully manage inbound calls from Paying Parents (PP), Receiving Parents (RP), and potentially Employers.
  • Set and manage customer expectations by explaining processes clearly and providing realistic and accurate timeframes for actions.
  • Collect and record evidence and information via phone to expedite the processing of new claims and swiftly and accurately address ‘change of circumstance’ requests to ensure that paying cases continue as expected.
  • Handle all calls in a calm and professional manner.
• Additional Duties/Responsibilities:
  • Make informed decisions regarding maintenance calculations and maintain thorough and accurate records.
  • Make effective use of  computer systems for recording and retrieving information.
  • Take efficient and effective action on all incoming correspondence to deliver a high-quality customer service.
  • Utilize available ‘tracking tools’ to manage your workload and contribute to achieving organizational targets.
  • Ensure strict adherence to GDPR by appropriately and securely handling all customer information.

Essential Criteria:

• Applicants must have 5 GCSEs A-C, including Maths & English, or equivalent proof at the time of application.
• Completion of an AccessNI Check is mandatory.

How to Apply:

To apply for this fulfilling role, please send your CV to aidan.drain@therecruitmentco.uk or apply via the link below.

Join us in making a positive impact on the lives of families. Apply now and be a part of our dedicated team in Belfast City Centre.