Telephony Officer- Belfast City Centre.

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: ASAP

Location: Belfast City Centre

Duration: 51 weeks with possible extension

Hours of work: Full time 37 hours per week, The posts will require staff to work an average of 37 hrs per week in a range of patterns between the hours of 8am and 8pm on any day between Monday and Friday, some patterns will require 9am to 5pm on one Saturday in ten. Working patterns are managed locally and we will give as much notice as possible if we need to change the work pattern.

Main Duties will include
Call handling
 Handling inbound calls from Paying Parents (PP), Receiving Parents (RP), and potentially Employers.
 Making outbound calls to Paying Parents (PP), Receiving Parents (RP) and potentially employers to gather information, provide explanations and recover missed payments where appropriate.
 Managing customer’s expectations, taking the time to explain processes clearly and providing realistic and accurate timeframes for action to be completed.
 Collecting and recording evidence and information by phone to speed up the processing of new claims and to action ‘change of circumstance’ requests quickly and accurately to ensure paying cases continue paying.
 Handling all calls in a calm and professional manner

Other duties/responsibilities:
 Where appropriate, making decisions in relation to maintenance calculations and recording those decisions fully and accurately
 Making appropriate use of Child Maintenance computer systems to record and retrieve information
 Taking efficient and effective action on all incoming correspondence to deliver a high-quality customer service
 Using available ‘tracking tools’ to manage own workload and contribute to achieving the organisations targets
 Working collaboratively as part of a team to share knowledge and make decisions.
 Addressing instances of client dissatisfaction immediately and attempting to resolve them in a timely manner to avoid escalation to complaints.

Essential Criteria: To be successful in this role, you should have:

• Excellent IT skills, including the use of Microsoft Word and Excel.
• Good communication skills.
• 5 GCSEs, including both Maths & English (or Level 2 equivalent).
• Basic Access NI Check.

How to Apply: If you’re interested in this exciting opportunity, please apply via the job link. Alternatively, you can send your CV to Aidan.Drain@therecruitmentco.uk