Position Overview & Specifications

You will be listening, empathising and finding solutions to the problems and challenges faced by our customers every day. You will be managing queries via email, calls and audio messages.We are looking for people, with the right skills, commitment and capability to deliver a service to consumers assisting them with their queries to ensure they can access their DWP allowance/payments. If you have a genuine dedication to help customers, your customer-focused, and able to deliver exceptional service with empathy and compassion to people who need your support and want to make a real difference to lives of others you will find great satisfaction in this role.
The pace is fast so we need people who are driven, focused, resilient and want to succeed.
What would we like from you?
The ability to handle challenging and difficult conversations with customers
Excellent communication and empathy skills with the ability to build rapport quickly over the phone
Excellent customer service skills
Great resilience
Experience using Microsoft products such as Outlook and Excel
Good listener
Provide the right solutions to customers
Someone who really wants to make a difference
Flexibility – you may be asked to cover some extra shifts
Consistently deliver customer service targets and service standards targets
It would be great if you already have…
Experience working in a customer focused role where you have previously worked with extremely vulnerable people.
We pay £21,000 plus pension / private medical / 25 days holiday with the option to purchase 5 more days
Various shift patterns available
You will be required to work in our Welwyn Garden City office AL7 1EL for the first 3 months and then this will be a hybrid role.
Description
You will be listening, empathising and finding solutions to the problems and challenges faced by our customers every day. You will be managing queries via email, calls and audio messages.
Key Responsibilities
The ability to handle challenging and difficult conversations with customers
Excellent communication and empathy skills with the ability to build rapport quickly over the phone