Customer Service Advisor - 6-Months Fixed Term

Location: Wrexham, UK 

Full time 37.5 hours a week (6-Month Fixed Term Contract)

Service details: 

• NEC manage the Discretionary Assistance Fund (DAF) on behalf of our client the Welsh Government. 
• The DAF team award clients with cash, grants and white goods to individuals experiencing financial hardship. 
• Our core function is to verify and resolve grant applications against set criteria 
• We help customers over the phone, online and by email. 
The Role 

We support delivery of Discretionary Welfare Fund (DAF) contract work via online, telephone and postal applications. Act as first point of contact for applicants and system administrator for the NEC system to allow applications to be input and processed. 

• Process emergency payments and individual assistance grant applications. 
• Managing and processing data in a fast-paced office environment. 
• Accurate data recording. 
• Liaise with applicants to process information into the DAF solution. 
• Undertake eligibility checks with the applicant, seeking information direct from the applicant, utilising additional sources for confirmation. 
• To fully understand the legislation and criteria involved in awarding emergency payments and individual assistance grants and process applications accordingly. 
• Comply with Processing Services Customer Charter when dealing with all incoming and outbound calls. 
• Work as part of the team in achieving targets set by the Service Manager. 
• Deal with incoming and outgoing correspondence relating to Local Welfare Provision either by telephone, email, or letter. 
• Deal with and respond to enquiries from clients, citizens, and internal colleagues in a positive and professional manner. 
• Act as a key deliverer of the DAF contract.

Function: Customer Service
Experience Level: Entry Level