Job title

Customer Adviser

Grade

Administrative Officer

Job reference

IRC64163

Business area

The Pension, Disability and Carers Service

Location

Burnley

Hours

The hours of work are 37 hours per week on a flexible working basis between the hours of 8am and 8pm, Monday to Friday.  Part time hours will be considered.  If successful you will be required to work one of the following work patterns, which will be agreed with you before you start:

8am - 4pm, 9am - 5pm, 10am - 6pm with a requirement to work from 12 noon - 8pm one day per week.  Additionally, there is a 12 noon - 8pm work pattern Monday to Friday.

Salary

£15150 - £17780 (pro rata for part time)

Closing date

16/11/09

Term of contract

Fixed term for up to 50 weeks with a possibility of permanence

Description

Workforce Management bulletin 111 has been invoked and AOs/band Bs from Burnley Benefit Delivery Centre are exempt from applying.

Fixed Term Contract vacancies exist for Customer Advisers who are the primary contact for customers contacting the Pension Centre.  This role is office based in a contact centre environment largely involving Information Technology systems and the use of telephony and headsets.  The vacancies are initially up to 51 weeks however, there may be a possibility of extension or permanency.

Key tasks will include some or all of the following:

• Receiving calls and other contacts, post, e-mail, internet
• Capturing relevant information and completing the right processes to meet each customers needs
• Completing end to end processing for both state pension and pension credit at first point of contact for routine cases, via multiple media channels
• Ensuring that customers entitlements are accurate and paid on time
• Providing high quality, efficient customer service by encouraging customer take up of benefits
• Establishing customer needs, responding to their enquiries, making call backs where necessary, identifying and handling customer feedback
• Identifying potential entitlement to gateway and signposted products and services, and alerting customers to that entitlement
• Ensuring that the customer is clear about what will happen next, what they need to do and what we will do
• Gathering data to identify customer eligibility for a broad range of products or provide referrals to partner organisations
• Working with colleagues to share knowledge and establish best practices

Competencies

You will need to show evidence of the following competencies:

• Building Capability ­(27KB)  – level 1
• Delivering a Customer Focused Service (23KB)  – level 1
• Managing People and Performance ­(28KB)  – level 1

Delivering a professional service (operational deliver)

• Operational delivery competencies level 1 (30 KB)

We suggest that you print copies of the competencies as you will need them if you get to the next stage of the selection process.

Qualifications

List qualifications if required.
If no qualifications required, delete this row.

Application form

Use the following application form:

Personal details application form (285KB) RTF (OCAT form)

We will not accept applications on any other version of the form.

The next stage in the selection process will be an on line test.

After the closing date you will receive an email (to the email address supplied by you) giving further details and a link to the test.  This will be followed by a further email containing your login password.

Please check your spam/junk mail as your email provider may filter them to here.

The test will take approximately 1 hour to complete and you will be able to access it as soon as you receive the login email.

The test will be available from 19th November 2009 until midnight of 23rd November 2009. Unfortunately we will not be able to progress any applications from applicants that have not completed the test by this time. If successful at test you will be invited to an interview from 02nd December 2009, you must be available for these dates.

Contact details

The DWP recruitment process is partly automated so you need to ensure the following steps are taken to progress your application smoothly. You must ensure;

• You include the IRC reference number followed by your name in the subject heading of your email (i.e. IRC 6908 Joe Bloggs)
• You only include one email address in each of the relevant boxes of the application form and that the Primary email address is the one that you wish us to use to contact you.

Failure to do the above could result in your application being delayed or possibly even rejected.

Please email your application to :

Email: essr.landcteam@dwp.gsi.gov.uk

Please include reference IRC64163 and your name in the subject box

This email address is for application forms only. We will not reply to any other correspondence sent to this email address.

If you have a disability and require support please contact us on 0191 218 7504 or 0191 218 7277.