Admin Officer – Lisburn

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Our client is looking for Administration Officers to join their team in Lisburn.

Rate of Pay: £12.97

Start Date: 6th August

Location: Lisburn JBO, 71 Bow Street, Lisburn, BT28 1BJ

Hours: 32.5 hours Monday – Friday, 9am – 4pm, 7 hours per day including a 30-minute lunch break

Duration: Until 25/01/2026

Telephony Role

1. Answer Finance Support, Discretionary Support incoming calls including Discretionary Support claims, queries, and reviews.
2. Handle Short Term Benefit Advance and Universal Credit Contingency Fund inquiries.
3. Provide telephony cover between 9am and 4pm.
4. Differentiate between call enquiries.
5. Use IT systems (including Legacy Benefit systems, Discretionary Support computer system, CPT, Debt Manager, Searchlight, and Universal Credit system) to answer queries and refer claims and calls to appropriate teams, accurately completing all system actions.
6. Provide excellent customer service, demonstrating professionalism and courtesy.
7. Escalate calls from vulnerable callers and appointees/representatives per guidance.
8. Escalate complaints per guidance.
9. Take appropriate action on Unacceptable Customer Behaviour.
10. Demonstrate flexibility to meet customer demand in a fast-paced environment.
11. Perform any other duties as requested by line management.
12. Initial training will be office-based with the potential to work from home following successful completion of training.

Access NI clearance will be required for this role.

Minimum qualifications: 5 GCSEs including Maths & English – Certificates are required as proof.

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