Debt Management Telephony Officer

Are you looking to enhance or gain experience in both Customer Service (Telephony) and Administration?

Do you enjoy helping others?

Are you an excellent communicator who enjoys helping customers over the phone?

If so, we would like to hear from you.

We have varied, exciting and challenging roles available within our Counter Fraud, Compliance and Debt (CFCD) team. Our aim is to drive down the level of fraud, error and debt within the benefit system, to protect the public purse, as well as protecting those most vulnerable in our society.

As a Debt Management Telephony Officer, your primary role will be handling contact from customers effectively and efficiently.

You will be the first point of contact for our customers, providing a high standard of service by telephone and via correspondence.

You will be at the heart of our front-line operations, assisting our customers by providing a high quality, empathetic service. As part of a supportive team, you’ll be listening to customers and agreeing suitable solutions - you’ll be able to make a real difference.

If you want to join somewhere that recognises the importance of work-life balance, where you can learn new skills and progress your career, then CFCD is the place for you.

Come and join the CFCD team today!

What will you be doing?

• Providing excellent customer service over the phone, through inbound and outbound telephone calls and via correspondence.
• Dealing effectively and professionally with enquiries from customers and organisations.
• Often acting as the first point of contact for our customers, you will be negotiating the repayment of debt and loans by telephone.
• Communicating clearly and concisely, respecting diversity at all times.
• Ensuring information and data is recorded accurately and that case records are up to date.

As a Debt Management Telephony Officer, you will:

• Be able to work effectively both alone and within a team – treat colleagues with respect, display integrity, support others and act as a positive role model.
• Have effective communication skills – take personal responsibility for providing outstanding customer service.
• Be willing to learn – you will receive high-quality, tailored training in DWP’s digital systems, policies, and procedures.
• Be adaptable – have a positive and flexible attitude, able to be proactive and problem solve.
• Have good attention to detail.
• Debt Management centres are telephony (telephony headset will be provided) and task based, and successful candidates will be required to spend their working hours either undertaking inbound and outbound telephone calls, or processing tasks which will require candidates to use a variety of IT systems.