Administration Officers - Lisburn

We are currently recruiting for AO’s based in Lisburn.

Start date: ASAP

Duration: 51 weeks with possible extension

Hours of work: Full time

The contracted hours are: Monday to Friday 9am-4pm

Rate of pay: £11.99

Main Duties:

* Answer Finance Support, Discretionary Support incoming calls including Discretionary Support claims, queries and reviews, Short Term Benefit Advance and Universal Credit Contingency Fund.

* Provide telephony cover between 9am and 4pm

* Differentiate between call enquiries

* Use IT systems (to include Legacy Benefit systems, Discretionary Support computer system, CPT, Debt Manager, Searchlight and Universal Credit computer system) to answer queries and refer claims and query calls to appropriate team using IT solution, accurately completing all necessary system actions

* Provide excellent customer service, demonstrating professionalism and showing courtesy to callers

* Escalate calls from vulnerable callers and appointees/representatives per guidance

* Escalate complaints per guidance

* Take appropriate action on Unacceptable Customer Behaviour

* Demonstrate flexibility, meeting customer demand in a fast paced environment

* Any other duties as requested by line management

* Initial training office based with the potential to work from home following successful completion of training

- 5 GCSE's A-C to include Maths and English (You must be able to provide proof)

**Please note that successful applicants will be required to complete an AccessNI check**