Customer Service Advisor

TN United Kingdom; Hartlepool; On-site; GBP 25,000 - 35,000; Full time

Job summary

Join a forward-thinking company dedicated to supporting vital public services. In this role, you will be the first point of contact for applicants, ensuring professionalism and accuracy in data processing. You'll utilize advanced systems to manage applications and eligibility checks, contributing to the efficiency of essential services. With a strong emphasis on teamwork and communication, your skills will help meet operational targets while enjoying a comprehensive benefits package. This is an exciting opportunity to make a meaningful impact in a dynamic environment.

Benefits

Private Medical Cover

25 Days Paid Holiday

Life Assurance Cover

Group Pension Plan

Flexible Benefits

Free Access to LinkedIn Learning

Qualifications

• Experience processing data with attention to detail and accuracy.
• Proven track record of meeting and exceeding operational targets.

Responsibilities

• Support delivery of Eligibility Services via online, telephone, and postal applications.
• Process applications, queries, and payments using the NEC interface.

Skills

Attention to Detail

Excellent Telephone Manner

Strong Communication Skills

Computer Skills (Google Suite)

Organizational Skills

Education

Experience in Contact/Processing Centre Work

Tools

Google Mail

Google Drive

Google Forms

Job description

Job Description

Support delivery of our Eligibility Services contract work via online, telephone, and postal applications. Act as the first point of contact for applicants and system administrator for the NEC system to allow applications to be input and processed. Process applications, queries, and payments using the computerised NEC interface, ensuring:

• Professionalism in gathering the data
• Sufficient and accurate data recording
• Recording in a timely manner
• Liaise with applicants to process information into the Northgate System
• Undertake eligibility checks with the applicant, seeking information directly from the applicant and utilising additional computerised interfaces for confirmation
• Fully understand the legislation and criteria involved in the various eligibility services
• Comply with Processing Services Customer Charter when dealing with all incoming and outbound calls
• Complete statistical information as instructed by the Service Manager
• Act on requests for support regarding system access used by the customer
• Work as part of the team in achieving targets set by the Service Manager
• Deal with and respond to enquiries from clients, citizens, and internal colleagues in a positive and professional manner
• Share knowledge with others to ensure continuity in your absence, with proper handover in place

Qualifications

• Experience of contact/processing centre work
• Experience processing data with attention to detail and accuracy
• Excellent telephone manner
• Knowledge of service centre processes, policies, and procedures, such as escalation procedures, service level agreements, and client service standards
• Excellent computer skills, including Google Mail, Google Drive, Google Forms, etc.
• Strong communication and written skills to work confidently with customers and colleagues
• Proven track record of meeting and exceeding operational targets
• Well-organised

Additional Information

We offer an excellent benefits package, including an above-average pension scheme. When you join NEC Software Solutions, you will receive:

• Private Medical Cover funded by NEC (with family options)
• 25 days paid holiday (FTE) with buy/sell options
• Life assurance cover (4x basic salary) funded by NEC, with options to increase
• Group Pension Plan with employer contributions up to 8.5%
• Flexible benefits to suit your needs
• Free access to LinkedIn Learning with over 15,000 courses

Other Information

• Candidates must demonstrate the right to work and travel within the UK, with documentary evidence required
• Offers are subject to vetting, references, and health checks; a DBS check may be required depending on the role

Equal Opportunities

NEC Software Solutions is an equal opportunities employer. We welcome applications from all communities. If you require reasonable adjustments or have accessibility needs during recruitment, please inform us. We are committed to an inclusive recruitment process.

Who We Are

We’re NEC Software Solutions, part of NEC Corporation. Our software supports emergency dispatch, healthcare, transportation, and more, helping public services operate efficiently. Join us to make a difference and support vital public services. We look forward to your application.