Customer Service Advisor

NECSWS; Wrexham; On-site; GBP 22,000 - 28,000; Full time

Job summary

Join NEC Software Solutions as a system administrator where you will support the Discretionary Welfare Fund by processing applications for financial assistance. In this role, you will be the first point of contact for clients, verify information, and ensure compliance with welfare legislation. Enjoy an excellent benefits package and contribute to impactful community services.

Benefits

Private Medical Cover

25 days paid holiday

Group Pension Plan

Flexible benefits

Free access to LinkedIn Learning

Qualifications

• Demonstrate a right to work in the UK.
• Ability to manage data in a fast-paced environment.
• Understand welfare legislation and eligibility criteria.

Responsibilities

• First point of contact for applicants and manage applications.
• Verify and process emergency payments and assistance grants.
• Liaise with applicants and perform eligibility checks.

Skills

Data management

Communication

Customer service

Job description

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Full time/Part Time up to37.5 hours a week

• NEC manages the Discretionary Assistance Fund (DAF) on behalf of our client, the Welsh Government.
• The DAF team awards clients with cash, grants, and white goods to individuals experiencing financial hardship.
• Our core function is to verify and resolve grant applications against set criteria.
• We help customers over the phone, online, and by email.

The Role

We support the delivery of the Discretionary Welfare Fund (DAF) 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 input and process applications.

• Process emergency payments and individual assistance grant applications.
• Manage and process data in a fast-paced office environment.
• Liaise with applicants to process information into the NEC system.
• Undertake eligibility checks with the applicant, seeking information directly from them and utilising additional sources for confirmation.
• Fully understand the legislation and criteria involved in awarding emergency payments and individual assistance grants, and process applications accordingly.
• Comply with the Processing Services Customer Charter when dealing with all incoming and outbound calls.
• Handle incoming and outgoing correspondence related to Local Welfare Provision via telephone, email, or letter.
• Respond to enquiries from clients, citizens, and internal colleagues in a positive and professional manner.

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 for Employees (with options to add family members at additional cost)
• 25 days paid holiday, with options to buy or sell (FTE)
• 4x basic salary life assurance cover funded by NEC (with options to increase coverage)
• A Group Pension Plan with employer contributions up to 8.5%
• A selection of flexible benefits to suit your needs
• Free access to LinkedIn Learning with over 15,000 courses across various subjects

Other Information

• Candidates must demonstrate a right to work and travel within the UK, with documentary evidence required.
• All offers are subject to vetting, financial checks, references, and occupational health assessments.
• A Disclosure Barring Service (DBS) check may be required depending on the role.

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

Who We Are:

We’re NEC Software Solutions, part of NEC Corporation. Our software helps dispatch ambulances, support families, keep trains moving, locate missing persons, and test newborns' hearing.

Joining us means supporting over 3,000 employees pushing technological boundaries to support public services worldwide.

We work with governments, hospitals, police, housing providers, and local authorities to facilitate faster financial support, quicker treatments, and emergency responses, making a difference in communities.

We’d love your help and will support you throughout your journey.