Executive Officer, Telephony – Hybrid/Remote (Pontypridd)

Department for Work and Pensions; Pontypridd; Hybrid; GBP 29,000 - 35,000; Full time

Job summary

Department for Work and Pensions in Pontypridd is recruiting for Executive Officer roles in Disability Services and Dispute Resolution Services. These telephony-focused positions involve delivering excellent customer service through inbound and outbound calls, with occasional digital support.

Roles are based in Pontypridd with a Hybrid working pattern (2 days remote). You will need clear communication, solid judgment and the ability to manage cases end-to-end, gathering information and

Qualifications

• Telephony-focused role delivering customer service.
• Ability to communicate clearly and concisely, verbally and in writing.
• Ability to identify problems; collate and interpret information and ask the right questions.
• Welsh language skills are welcomed.
• Self-starter and able to work independently.

Responsibilities

• Take personal accountability for every customer you have contact with.
• To competently use the telephone as the primary means of contact.
• Active case management across different customer journeys, speaking with customers and their representatives on the telephone as the primary means of progressing cases.
• Proactively engage with customers and representatives through inbound and outbound telephone contact, taking ownership of cases from end to end wherever possible.
• Gather evidence, clarify customers' circumstances, to make informed decisions.
• Checking relevant legislation, guidance and policy to support fair and accurate decisions.
• Explain decisions and next steps, and build customer confidence throughout the claim journey.
• Maintain accurate records of activity and outcomes to support reporting and planning.

Skills

Can-do attitude

Clear communication

Problem solving

Good judgment

Independent

Welsh language welcome

Job description

Department for Work and Pensions in Pontypridd is recruiting for Executive Officer roles in Disability Services and Dispute Resolution Services. These telephony-focused positions involve delivering excellent customer service through inbound and outbound calls, with occasional digital support.

Roles are based in Pontypridd with a Hybrid working pattern (2 days remote). You will need clear communication, solid judgment and the ability to manage cases end-to-end, gathering information and