Admin Officer (Telephony) Cm

We are currently recruiting for AO's based in Belfast city centre. The successful candidates will be required to start once the vetting paperwork and ANI completed.

Start date: 15th, 22nd and 29th Jan

Duration: 51 weeks with possible extension

Hours of work: Full time 37 hours

The contracted hours are 8am - 8pm Monday – Friday and every 4th Saturday on a rota basis. However, at present staff are working various shift patterns between 9.00 – 5.00 Monday to Friday.

Rate of pay: £11.99

Key Responsibilities:

Duties will include

Call handling

• Handling inbound calls from Paying Parents (PP), Receiving Parents (RP), and potentially Employers.
• Making outbound calls to Paying Parents (PP), Receiving Parents (RP) and potentially employers to gather information, to process applications and set up the Initial assessment.
• Managing customer’s expectations, taking the time to explain processes clearly and providing realistic and accurate timeframes for action to be completed.
• Collecting and recording evidence and information by phone to speed up the processing of new claims and to action ‘change of circumstance’ requests quickly and accurately to ensure paying cases continue paying.
• Handling all calls in a calm and professional manner.

Other duties/responsibilities:

• Where appropriate, making decisions in relation to maintenance calculations and recording those decisions fully and accurately
• Making appropriate use of computer systems to record and retrieve information
• Taking efficient and effective action on all incoming correspondence to deliver a high-quality customer service
• Using available ‘tracking tools’ to manage own workload and contribute to achieving the organisations targets
• Working collaboratively as part of a team to share knowledge and make decisions.
• Addressing instances of client dissatisfaction immediately and attempting to resolve them in a timely manner to avoid escalation to complaints.
• Sign-posting / Where appropriate, providing information on support available.
• Ensuring adherence with GDPR by ensuring that all customer information is held appropriately and securely.

Essential Criteria applicants must have:

• five GCSE/GCE passes (at A, B or C) with Maths and English.

( Proof of certs required )

• Excellent IT skills, including use of Microsoft Word and Excel.
• Excellent communication skills.
• Proven ability to use own initiative.

Please send your CV via the link or to