Customer Services Advisor

Customer Services Advisor

Barnsley

£15/hr

Start date: ASAP

Office based: 36/hrs a week

Hatched Recruitment is working closely with the local authorities and we are looking for a Customer Service Advisor in the Barnsley area.

Government has recently announced that Winter Fuel Allowance will be paid only to those eligible for certain means tested benefits, including Pension Credit from Winter 2024.

Pension Credit is under claimed in Barnsley and Barnsley Council is undertaking an initiative between October 2024 and March 2025 to encourage and support local people to make a claim.

The role will include:

• Hosting drop in sessions at locations across Barnsley, and will be expected to undertake personal travel to each location.
• Proactively engaging with members of the public
• Using IT software to check eligibility
• Giving general advice about how to complete and submit a Pension Credit claim
• Completing Pension Credit forms
• Managing bookings for Benefit Advisors
• Supporting the wider team with activities relating to the Pension Credit initiative
• Full training will be provided.

Responsibilities

• Respond to customer enquiries (some of which may be upsetting) received through multiple access channels including, telephony, face to face, e-mail, web chat and social media, in accordance with the Council's Digital First principles, standards of professional conduct and taking into account any safeguarding issues.
• To analyse and interpret information given by the customer accurately, and make appropriate decisions from a range of options.
• To be aware of and abide by key areas of legislation and maintain awareness of policies and procedures which impact on how the service is delivered.
• Liaise with internal and external stakeholders including managers, employees, Elected Members and members of the public, ensuring information and communication links are maintained.
• To take a one Council approach, listening carefully, speaking positively and ensuring the customer receives an efficient, friendly, courteous and helpful experience.

Relevant Experience

* Experience of working with members of the public

* Experience of communicating utilising a range of access channels and electronically recording information

* Experience of providing advice, support and guidance

* Experience of working with confidential information

* Experience of working as part of a team and individually