About us

Description

These are permanent AO/Customer Advisor posts. The business hours of The Pension Service are 8am – 8pm Monday – Friday and 8am – 2pm on a Saturday.

The Customer Advisor is the primary point of contact for our customers, in essence the voice of The Pension Service.

Key tasks will include:

• The processing of customer applications to State Pension and/or Pension Credit using an internal computer system, in real time over the telephone.
• Providing high quality, efficient customer service by encouraging customer take up of benefit.
• Gathering data to identify customer eligibility for a broad range of products or provide referrals to partner organisations.
• Processing changes to customer benefits and responding to customer enquiries by mail and over the telephone.
• Identifying and handling customer feedback.
• Working with colleagues to share knowledge and establish best practices.
• Ensuring that customer entitlements are accurate and paid on time.
• Applying the Disability Discrimination Act, Diversity and Equal Opportunities policies and practices

Full time 37 hours net weekly worked over five days

The above options do not include meal breaks.

Part-time minimum of 24 hours per week (meal breaks not included).

Part-time work patterns are available with the following conditions:

• Monday, Friday and the hours of 8am - 2pm on a Saturday must be included as part of the work pattern
• You will be required to work until 8pm one day during the week
• The pattern must be for a minimum of 24 hours net per week
• Full time attendance will be required for the initial training/consolidation period
• Number of hours and days worked as well as start and finish times can be negotiated but will be fixed once agreed.

Candidates successful at the initial sift will be invited to attand DWP literacy and numeracy tests to be held 30 May 2008 in Dundee. Candidates successful at this stage will be invited to attend the final assessment stage which will consist of an interview. This will take place week commencing 2 June 2008 in Dundee.

Successful applicants can expect to start working with us from mid July 2008 onwards and a waiting list will be maintained for a period of 12 months.  

Competencies

AA­–SEO competencies

Engaging effectively with customers – level 1

Improving performance – level 1

Leading through change – level 1

Building constructive working relationships – level 1

Contact details

Please send your application to ESSR.SCOTLAND@DWP.GSI.GOV.UK

If you have any queries regarding the recruitment process please contact Sheena Lee on 0191 2183993

Sheena Lee
Employee Services Resourcing
TD015
Tyneview Park
Newcastle upon Tyne
NE98 1BA

Please include reference IRC47607 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.