Senior Customer Service Advisor

Come join us and make a difference in the world!

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

Discover more at www.necsws.com

Location: Wrexham, UK 

Full time/Part Time up to 37.5 hours a week

Service details: 

• NEC manage the Discretionary Assistance Fund (DAF) on behalf of our client the Welsh Government. 
• The DAF team award clients with cash, grants and white goods to individuals experiencing financial hardship. 
• Our core function is to verify and resolve grant applications against set criteria 
• We help customers over the phone, online and by email. 

The Role 

• We support delivery of Discretionary Welfare Fund (DAF) contract work via online, telephone and postal applications. 
• Works in a senior role, supporting a team of advisors to process applications and deal directly with citizens to support their queries.
• Has a thorough understanding and working know-how of the service, including SLA’s, governance, escalation routes and data security.
• Has a thorough understanding of the criteria and guidelines under which processing takes place, sharing expertise across the team.
• Deal with and respond to enquiries from clients, citizens and internal colleagues in a positive and professional manner
• Share your knowledge with others to ensure continuity in your absence, ensuring handover is in place in advance of any planned absence
• Be the primary contact for appeals and reissue of payments, ensuring the Service Manager is kept updated.
• Managing and processing data in a fast-paced office environment. 
• Accurate data recording. 
• To fully understand the legislation and criteria involved in awarding emergency payments and individual assistance grants and process applications accordingly. 
• Deal with incoming and outgoing correspondence relating to Local Welfare Provision either by telephone, email, or letter. 
• Act as a key deliverer of the DAF contract.  
   

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
• 25 days paid holiday with the option to buy/sell (FTE)
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A selection of flexible benefits to suit your individual needs
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. 

OTHER INFORMATION

• Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
• All offers are subject to satisfactory vetting, financial probity checks, references and occupational health checks. 
• Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.