Customer Service Advisor - R&B Trainee

Job Description

Hartlepool – Office Based Only

Working within the busy area of the Revenues & Benefits department you will be involved in processing and telephony of all Housing / Council tax changes, following the procedures given and working to KPI’s with excellent accuracy at all times.

Main Responsibilities

• Deal directly with customers of the service via letter, email and telephone to ensure delivery against the service contractual requirements, affording excellent customer service at all times.
• Meet the standards or deadlines required whilst performing all duties with minimum support.
• Complete high levels of workload consistently in line the Right Time Indicator, the Right Benefit Indicator and Subsidy regulations.
• Coaching and mentoring junior staff/colleagues.
• Share best practice with colleagues and lead update sessions to the wider team.
• Keep own knowledge up to date through use of publications, briefing notes and bulletins as well as attend external training sessions to improve wider team skills.
• Maintain a constructive and positive attitude within the Business Centre, taking on additional duties as and when required, and contribute ideas to assist improvements.
• Regularly exceed minimum contractual standards for productivity/accuracy.

Qualifications and Skills Required

• Proven problem solving skills.
• Good customer service and communication skills.
• Working knowledge of Housing Benefits / Council Tax.
• Delivers under pressure with a flexible approach to work.
• IT competent.
• Self-motivated.

Progression Opportunities

• Revenues and Benefits Officer
• Revenues and Benefits Senior
• Revenues and Benefits Service Manager
• Senior Operational Management Roles

Benefits

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost).
• 25 days paid holiday with the option to buy/sell (FTE).
• 4 × basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost).
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5 %.
• A selection of flexible benefits to suit your individual needs.
• All colleagues get free access to LinkedIn Learning – 15,000+ courses covering a huge breadth of subjects.

Additional Information

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, references and occupational health checks.
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

Equal Opportunities

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.