Customer Service Advisor

Job Description

Location: Wrexham, UK 

Full time 37.5 hours a week (6-Month Fixed Term Contract)

Service details: 

• NEC manage the Discretionary Assistance Fund (DAF) on behalf of our client the Welsh Government. 
• The DAF team award clients with cash, grants and white goods to individuals experiencing financial hardship. 
• Our core function is to verify and resolve grant applications against set criteria 
• We help customers over the phone, online and by email. 

The Role 

We 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 to allow applications to be input and processed. 

• Process emergency payments and individual assistance grant applications. 
• Managing and processing data in a fast-paced office environment. 
• Accurate data recording. 
• Liaise with applicants to process information into the DAF solution. 
• Undertake eligibility checks with the applicant, seeking information direct from the applicant, utilising additional sources for confirmation. 
• To fully understand the legislation and criteria involved in awarding emergency payments and individual assistance grants and process applications accordingly. 
• Comply with Processing Services Customer Charter when dealing with all 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 either by telephone, email, or letter. 
• Deal with and respond to enquiries from clients, citizens, and internal colleagues in a positive and professional manner. 
• Act as a key deliverer of the DAF contract.  

Qualifications

Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. 

OTHER INFORMATION

• 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. 
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.