Salary: Starting at £24,570
Full‑time role (37.5 hrs per week). Working hours: Monday‑Friday 8:00 am – 8:00 pm, occasional Saturday 9:00 am – 5:00 pm. Must work from home with visits to a Stafford office Tuesday–Thursday.
Job Summary
Provide a high‑quality claimant experience by telephone to new and existing claimants of Personal Independence Payment (PIP) and Disability Living Allowance (DLA). Resolve both simple and complex issues, and complete required administrative tasks.
Key Accountabilities
- Answer calls from claimants and representatives, dealing with queries such as appointment bookings in a professional and effective manner, ensuring the highest standard of claimant experience.
- Accurately input data and complete administrative tasks with attention to detail.
- Perform any other duties deemed necessary by the business to ensure successful delivery of the PIP assessment service.
Qualifications
- Good listening skills - able to understand customer problems and give clear and concise explanations.
- Ability to work well within a team and demonstrate flexibility to meet the needs and expectations of the team/business.
- Ability to take ownership of issues, resolving wherever possible at the initial stage of the enquiry.
- Polite and professional telephone manner, showing respect and empathy to callers.
- Genuine enthusiasm for customer service.
- Good time management.
- High attention to detail and accurate data inputting.
- Ability to work a range of shift patterns during contact centre opening hours.
- Adaptability to change in a constantly shifting environment.
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