Public Service Executive Officer – Telephony & Decisions

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

Job summary

Department for Work and Pensions in the UK is recruiting Executive Officers for Disability Services and Dispute Resolution Services. These telephony-focused roles require delivering excellent customer service via inbound and outbound calls, handling high volumes, and making timely decisions on complex cases.

The campaign offers multiple location options with hybrid working patterns, and offers the opportunity to progress within a public service that helps disabled customers access benefits and

Qualifications

• Experience handling high volumes of inbound/outbound calls.
• Ability to understand complex information and make timely, fair decisions.

Responsibilities

• Take personal accountability for every customer contact.
• Use the telephone as the primary means of customer contact.
• Manage cases end-to-end, gathering information and resolving issues.
• Explain decisions and next steps, maintaining customer confidence.

Skills

Telephony

Customer service

Active case management

Decision making

Job description

Department for Work and Pensions in the UK is recruiting Executive Officers for Disability Services and Dispute Resolution Services. These telephony-focused roles require delivering excellent customer service via inbound and outbound calls, handling high volumes, and making timely decisions on complex cases.

The campaign offers multiple location options with hybrid working patterns, and offers the opportunity to progress within a public service that helps disabled customers access benefits and