Customer Service Advisor

Are you a people person who wants to make a positive difference to others?

Do you want to be part of a team where you can be yourself, feel supported, empowered, valued, respected, fairly treated and able to achieve your full potential?

The DWP (Department for Work and Pensions) are part of the UK Government and in the Universal Credit Service, our Reviewers (UCR) are responsible for preventing people from falling into debt by identifying error within Universal Credit Claims.

We help the Right people get the Right money at the Right time…ensuring benefits reach those who need it most

If you enjoy building rapport with people from all walks of life, are Customer Service focused and are looking for a varied career that makes a clear and positive difference in people’s lives, and ensure they are on the correct level of benefit, we’ll give you all the support and training that you need, plus great benefits including:

• Flexible work including part-time and non-contractual Hybrid working of 40% in office subject to policy
• One of the UK’s highest employer contribution pensions, averaging 27%
• Quick career progression with outstanding support and development
• Work in a way that suits you – manage your own diary (help is always on hand)
• Wellbeing support programmes, discount schemes, parental leave
• The opportunity to be in a large office environment with the potential for regular social events and more

Your role

As a UCR review agent, you will support customers, employers and colleagues online and by telephone to ensure that payments are correct and will

• Be allocated a caseload to manage where you will be responsible for your cases following legal and policy requirements.
• Plan and carry out interviews by telephone, asking challenging questions to gather, assess and verify all appropriate background information and decide on the right action to be taken e.g. a referral to a specialist colleague
• Support customers to know what they need to provide and the importance of keeping their details up to date
• Present all claim review information clearly and accurately so others can use it to make fair judgements
• Identify and seek the most appropriate source of support and advice for any challenges you face e.g. referring to written guidance, colleagues or your team leader
• Use UC systems to record and maintain case evidence and progress, protecting sensitive material when appropriate
• Collaborate effectively and flexibly within your team and support each other with feedback to develop the new UCR role and processes

You’ll enjoy this job if you are

• Confident with technology
• Able to work alone and in a team – you can collaborate with colleagues to solve problems or develop new ways of thinking
• A good communicator – both on outbound telephone calls and in writing
• A good listener – you are empathetic at the right time and diplomatic when you need to query information
• Able to demonstrate sound judgement and objective, analytical thinking
• A problem solver – you gather information, ask the right questions and make effective decisions
• Are from an employment background such as Administrator, Customer Service Advisor, Investigator, or Call Centre Representative - however, this is NOT a requirement

Training

You will initially receive approximately 7 weeks of full-time training and job-based learning at the Swindon office. You will then be supported while you put that training into practice.

You will also receive ongoing DWP training to keep you up to date with any changes plus a range of technical and professional learning to help you build a rewarding career

Please note part-time and job-share candidates may be required to work full-time for several weeks to complete and consolidate training

Click Apply Now

To find out more and apply for this exciting new role

Job Types: Full-time, Part-time, Permanent

Salary: £29,500.00 per year

Expected hours: 37 per week

Benefits:

• Additional leave
• Company pension
• Cycle to work scheme
• Employee discount
• Employee mentoring programme
• Enhanced maternity leave
• Enhanced paternity leave
• Flexitime
• Health & wellbeing programme
• Paid volunteer time
• Sick pay

Schedule:

• Monday to Friday
• Weekend availability

Education:

• GCSE or equivalent (preferred)

Experience:

• Customer service: 1 year (preferred)
• Administrative experience: 1 year (preferred)

Language:

• English (preferred)

Licence/Certification:

• Driving Licence (preferred)

Ability to Commute:

• Swindon (required)

Ability to Relocate:

• Swindon: Relocate before starting work (required)

Work Location: In person