Retirement Services Administrative Officer Dundee

Government Recruitment Service; Dundee; Hybrid; GBP 20,000 - 25,000; Full time

Job summary

A public sector organization is seeking candidates for a telephony customer service role located in Dundee. The successful candidates will assist customers with benefit claims over the phone, utilizing strong communication skills to handle complex queries. This role may offer a hybrid working arrangement after initial training, focusing on exemplary service delivery. Applicants should be prepared for full-time office work initially and may be required to pursue a work-based qualification for professional development.

Qualifications

• Confident in handling complex customer queries over the phone.
• Ability to build positive relationships with customers.
• Willingness to undertake work-based qualification if required.

Responsibilities

• Provide exemplary customer service via phone.
• Process benefit claims using digital channels.
• Work effectively with colleagues to ensure a quality service.
• Support individual circumstances for correct payments.
• Handle sensitive situations with a positive approach.

Skills

Brilliant communications skills

Empathy and compassion

Job description

Retirement Services (RS) are looking to fill key telephony and benefit processing roles in the following location:

Dundee Pension Centre Unit 4, Jack Martin Way, Claverhouse Industrial Park East, Dundee, DD4 9FF.

The primary means of contact with our customers is by phone. Successful candidates will spend most of their day taking inbound and making outbound calls to resolve customer queries around benefit claims/changes.

Successful candidates must therefore be confident and able to use their brilliant communications skills to handle sometimes complex but rewarding conversations over the phone.

This role may be suitable for hybrid working, which is where an employee works part of the week in their DWP office and part of the week from home. This is a voluntary, non-contractual arrangement and your office will be your contractual place of work.

If a hybrid working arrangement is suitable for the role and for you, you will normally be required to spend a minimum of 60% of your contracted working hours from your DWP office.

If you have a disability, caring responsibilities, or other circumstances that may affect your ability to meet the minimum office attendance requirement, please discuss this with us using the contact details in this advert.

When you first start in the role, you will be office-based and required to attend on a full-time basis (37 hours per week) during your training and consolidation, for up to 26 weeks.

In this role, you may also be required to undertake a work-based qualification e.g., apprenticeship, that will support you in further developing your professional knowledge and skills for this role and your future development. The qualification can be undertaken in work time.

These vacancies are not currently eligible for Visa Sponsorship on the Skilled Worker route, even if relying on tradeable points (including the new entrant tradeable points option) as they are not included in the published Immigration Salary List. This information is offered as guidance only, and we recommend that applicants seek specialist advice on their eligibility for Visa Sponsorship (if applicable) when considering whether to apply for any role.

Please ensure you read all the content in this advert and the candidate pack (accessed via the link at the bottom of this advert) so you understand the requirements of the job role for which you are applying.

What you will do:

• Provide exemplary customer service to all our customers, primarily through telephony, taking time to explain complex issues.
• Use digital channels confidently to process benefit claims, ensuring we deliver the right outcomes for customers, in line with expectations.
• Take ownership and work effectively with colleagues across DWP to ensure we provide a quality service for customers.
• Tailor your approach to accommodate individual circumstances and ensure customers receive the correct payment amount, at the right time.
• Build positive relationships with customers that encourage, motivate, and build trust by demonstrating empathy and compassion.
• Handle sensitive, and sometimes challenging and difficult situations with all customers in a positive way.
• Be aware of DWP policy and its impact on cases.
• Make decisions by examining the available facts, adhering to current guidance.
• Provide explanations to customers as required.
• Take ownership of personal development by accessing digital learning and communication tools.