Apprentice - Customer Service - Central Government in Hartlepool

Come join us and make a difference in the world! Discover more at www.necsws.com

Our philosophy is to understand our customers’ business first before we get to the technology. This approach leads to clever software; streamlining old processes, saving money and delivering positive change. Our technology has helped the NHS screen millions of babies for hearing loss, ensures hundreds of housing providers are managing their homes efficiently and helps officers in over a dozen different police forces to make better decisions at the frontline. Based in the UK but working around the world, our 2,000 employees help improve the services that matter most.

You will specialise in 1 of the following services for 1 year, allowing you time to gain an in depth, end-to-end understanding of the service:

• Local Welfare Provision (LWP) – NPS provide a managed service for 2 Local Authorities issuing emergency payments to those in need due to an unpreventable disaster, emergency or crisis situation.
• HGV Levy – Deals with hauliers from across Europe that wish to enter the UK for business purposes. In order to do so, a levy needs to be purchased to cover wear and tear of the UK road network.
• Blue Badge Unit – Deals with all 207 higher tier Local Authorities regarding Blue Badge production and also provides a fully Managed Service on behalf of Birmingham City Council.
• Northgate Appeals Service Unit - London Tribunals supports the Environment and Traffic Adjudicators and the Road User Charging Adjudicators, which are the independent tribunals that consider appeals against Penalty Charge Notices issued by the London Local Authorities and Transport for London.

The role is to service customers by determining requirements; answering inquiries; processing applications, fulfilling requests; maintaining database/work records/filing. Advisors are responsible for ensuring that calls are answered in a timely and professional manner and that calls are resolved by demonstrating a detailed knowledge and understanding of the contract (full training will be provided on the contract requirements).

Business Fundamentals: Key opportunities:

• Maintain excellent levels of attendance and punctuality.
• Attend regular training and development sessions with an assigned mentor.
• Ensure company policies and procedures such are understood and adhered to.
• Work with a dedicated apprentice mentor who will support and develop you throughout your apprenticeship.
• Develop telephone and administrative skills whilst dealing with a range of applicants from across Europe.
• A chance to become a well-rounded member of the team with training in: telephone duties, scanning, replying to emails, uploading documents, processing payments, liaising with appellants and assisting adjudicators in minor administrative functions.
• The opportunity to provide meaningful support to the most vulnerable in society, allowing genuine gratification whilst honing your skills as a NPS employee.
• You will be afforded the opportunity to work alongside a diverse team of skilled advisors, presenting an exciting opportunity to learn from some of the best employees NPS has to offer.
• You will be given the necessary training and development to distinguish yourself early in your career with NPS.
• An opportunity to learn the fundamentals of becoming a successful employee within a large multi-national organisation.
• A chance to work within and contribute to, a culture of success, driven by enthusiastic and ambitious employees.
• An opportunity through hard work and commitment to move through the NPS Academy Scheme.

This is an exciting opportunity for an ambitious individual with a hard-working mentality to be successful in a role that genuinely makes a difference to the lives of the applicants. NPS are cultivating an environment that is driven by training and development and are committed to investing in the success of the employees.

Qualifications:

• 5 x GCSEs grade A-C, including English, Maths and Science.
• Excellent telephone skills.
• Good keyboard skills.
• Microsoft Excel and Word.
• Customer Service and Focus.
• Listening and Verbal Communication.
• Building Relationships and People Skills.
• Organisational skills to schedule daily/monthly workload.
• Interest in working flexible shifts including weekends (part time candidates will be considered).
• Problem Solving and Multi-tasking.

The flexible nature of NPS’s work means that agents will be required to work on other NPS customer service activities in ‘back office’ processing enquiries. Training on the system, processes and procedures are included.

Additional Information:

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• 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 x 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. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

OTHER 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.

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.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies. Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services. We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference. We’d love your help. And we’ll support you all the way.