Customer Service Advisor - 6-Months Fixed Term

NEC manage 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. The core function is to verify and resolve grant applications against set criteria. The team helps customers over the phone, online and by email. Full time 37.5 hours a week (6-Month Fixed Term Contract). NEC Software Solutions is part of global tech company NEC Corporation and is an equal opportunities employer.

Responsibilities

Support delivery of Discretionary Welfare Fund (DAF) contract work via online, telephone and postal applications; Act as first point of contact for applicants and system administrator for the NEC system; Process emergency payments and individual assistance grant applications; Manage and process data in a fast-paced office environment; Maintain accurate data recording; Liaise with applicants to process information into the DAF solution; Undertake eligibility checks with applicants, seeking information direct from the applicant and utilising additional sources for confirmation; Understand the legislation and criteria for awarding emergency payments and individual assistance grants; Comply with Processing Services Customer Charter when dealing with incoming and outbound calls; Work as part of the team in achieving targets set by the Service Manager; Deal with incoming and outgoing correspondence relating to Local Welfare Provision by telephone, email, or letter; Respond to enquiries from clients, citizens, and internal colleagues in a positive and professional manner; Act as a key deliverer of the DAF contract

Requirements

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK; Documentary evidence will be required; All offers are subject to satisfactory vetting, financial probity checks, references and occupational health checks; A Disclosure Barring Service (DBS) check may also be required depending on the nature of the role

Benefits

Private Medical Cover funded by NEC for Employees (option to add family members at additional cost); 25 days paid holiday with option to buy/sell (FTE); 4 x basic salary life assurance cover funded by NEC (option to increase cover at additional cost); Group Pension Plan with employer contributions up to a maximum of 8.5%; Selection of flexible benefits; Free access to LinkedIn Learning with over 15000 courses