**** Call Centre Agent ***

Do you enjoy providing excellent customer service? Do you enjoy communicating with a wide range of people? If you answered ‘Yes,’ we would love to hear from you.

The Role:

The Customer Service Team within PIP is responsible for providing support to claimants wanting an update on their Personal Independence Payment (PIP) claim. The Customer Service Team is the first line of support available and represents the voice of the company to our claimants.

As a team, the main aim is to resolve any queries upon first contact. The department is responsible for a wide variety of tasks via the telephone such as logging and updating new information; providing assistance in the tracking and co-ordination of risks and issues; dealing with special requests for claimants; first line complaint management and supporting other departments with calls and administrative tasks as the needs of the business dictate.

Please Note: The role is full-time working on a shift Pattern to cover the following working hours: between 8am-8pm, weekend working is required. All shift patterns to be agreed with line manager.

What will be your primary responsibilities?

  • To answer all incoming calls of claimants and to provide updates on their claim
  • Logging and updating new information.
  • Provide assistance in the tracking and co-ordination of risks and issues.
  • Appointment re book.
  • Dealing with special requests for claimants such as authorizing home and taxi requests for claimants to attend consultations at assessment centres.
  • Administering general queries – about PIP as a whole and also about individual claims.
  • First line complaint
  • Liaise with Customer Relations when receiving complex complaint calls.
  • Carry out some outbound calls for short notice bookings.
  • Processing and logging of claimant’s expenses
  • Handling returns to sender letters and dealing with the daily office post.
  • Supporting other departments with calls and administrative tasks as the needs of the business dictate.

    • To apply for this post, you will have:

  • MS Office skills
  • Excellent interpersonal skills.
  • Ability to develop good relationships with customers and colleagues
  • Strong analytical skills
  • Ability to organize and prioritise work in an effective manner
  • Ability to work in a fast-paced environment
  • Self-motivation and the drive for excellence
  • Excellent team player
  • Ability to be flexible due to the demanding nature of the role
  • Understands the internal roles and responsibilities of the wider organization
  • Ability to keep an open mind in terms of the claimants and their behaviour

    • Benefits

  • Opportunity for paid overtime
  • Competitive pay rates – £21,300 per annum
  • Learning and development tailored to your role
  • A culture encouraging inclusion and diversity
  • Company Induction – via the UK Induction Portal and
  • Local PIP Induction plan.
  • Security Awareness.
  • Health, Safety & Environment training (Display Screen Equipment, Environmental Awareness, Fire Safety, Office Safety;
  • Additional training & development will be offered based on discussions around IDP