Customer Service Advisor - R&B Trainee

Come join us and make a difference in the world!

Discover more at www.necsws.com

Hartlepool Office Based Only

Working within the busy area of the Revenues & Benefits department you will be involved in processing and telephony of all Housing / Council tax changes, following the procedures given and working to KPI’s with excellent accuracy at all times.

Skills Required

Skill development and progression –

Skills:-

NEC are committed to developing and expanding the skill and knowledge sets of all of our colleagues. We aim to cross skill in at least one additional service within our processing centre. For example as a Revenues and Benefits Assessor you may look to undertake additional training in one or more of our Central Government services, i.e. Blue Badge Improvement Service, Local Welfare Provision, Heavy Goods Vehicle Levy Scheme or London Councils Appeals Service.

Progression:-

NEC actively seeks to progress our colleagues internally. The vast majority of our current management team have progressed to their current roles, having come to NEC as Revenues and Benefits Officers.

Career progressions within our Revenue and benefits processing department:-

❏ Revenues and Benefits officer >

❏ Revenues and Benefits Senior >

❏ Revenues and Benefits Service Manager>

❏ Senior Operational Management Roles>

Responsibilities

To deal directly with customers of the service via letter, email and telephone to ensure delivery against the service contractual requirements affording excellent customer service at all times.; Meet the standards or deadlines required whilst performing all duties with Minimum support; Complete high levels of workload consistently in line the Right Time Indicator, The Right Benefit Indicator and Subsidy regulations; Coaching and mentoring junior staff/Colleagues; Shares best practice with colleagues and lead update sessions to wider team; Keeps own knowledge up to date through use of publications, briefing notes and bulletins as well as attend external training session to improve wider teams skills; Maintain a constructive and positive attitude within the Business Centre taking on additional duties as and when required and contribute ideas to assist improvements; Regularly exceeds minimum contractual standards for productivity/accuracy

Requirements

Proven problem solving skills; Good customer service and communication skills; Working knowledge of Housing Benefits / Council Tax; Delivers under pressure with a flexible approach to work; IT competent; Self-motivated