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The specifics of the role vary but in summary the role is part of a national team handling complaints and enquiries from customers, their representatives (including welfare rights groups and MPs) and DWP.
Salary Range
Non-London: £24,100
London: £26,500
- Complete customer call backs following escalation requests from the Contact Centre, maintaining accurate records and passing for investigation as appropriate.
- Manage the National Customer Relations inbox providing clear, concise responses, and recording on complaint management system as appropriate, passing to relevant operational areas or escalating for investigation as necessary.
- Deal with alternative format communication requests from customers, providing communications in an appropriate and timely manner.
- Record Right of Access requests and gather relevant data – in liaison with relevant Data Protection Officers (CHDA & DWP) and in accordance with data protection legislation.
- Maintain and monitor records relating to receipt and destruction (in accordance with DWP policy) audio recordings of assessments.
- Handle telephone enquiries from the general public, agencies and health care professionals and provide appropriate advice in relation to general queries and complaint investigations.
- Draft letters, including replies to enquiries to agreed quality standards
- Resolve each customer interaction where possible, ensuring an agreed outcome is recorded.
- General office administrative duties including ordering stationery, completing spreadsheets, copying, scanning etc
- Accurate dispatching of information as required by external courier.
- Undertake relevant copying, scanning and ad hoc administrative duties
- Good organisational and time management skills needed to prioritise urgent cases, achieve targets, and strike the correct balance between duties.
- Good drafting skills.
- Excellent written and oral communication and interpersonal skills needed to deal effectively with sometimes complex issues and concepts which require patience, understanding, tact and sensitivity.
- IT literacy, able to confidently use MS Word, Excel and Outlook to an acceptable standard.
- Ability to work under own initiative to meet deadlines and specified standards
- Team-working skills
- Ability to handle potentially distressing or emotional situations: tact, diplomacy and discretion essential
EEO Statement
Maximus is committed to developing, maintaining and supporting a culture of diversity, equity and inclusion throughout the recruitment process. We know that feeling included has a dramatic impact on personal wellbeing and are working to ensure that no job applicant receives less favourable treatment due to any personal characteristic. Advertisements for posts will include sufficiently clear and accurate information to enable potential applicants to assess their own suitability for the post. We are a Disability Confident Leader, thanks to our commitment to the recruitment, retention and career development of people with disabilities and long term conditions. The Disability Confident scheme includes a guaranteed interview for any applicant with a disability who meets the minimum requirements for a job. When you complete your job application you will find a question asking you if you would like to apply under the Disability Confident Guaranteed Interview Scheme. If you feel that you have a disability and apply under this scheme, providing that you meet the essential criteria for the job, you will then be invited for interview. Your?Guaranteed Interview application will only be shared with the hiring manager and the local resourcing team. Where reasonable, Maximus will review and consider adjustments for those applicants who express a requirement for them during the recruitment process.
