Apprentice Telephony Caseworker
Department for Work and Pensions · North West · CH41 6DA
About the role
🚀 Customer Service Specialist Apprenticeship (Telephony Focus) 🚀
Join our vibrant Service Centre as a Customer Service Specialist Apprentice, where you'll be at the forefront of delivering exceptional support! 🌟 You'll be a vital part of our super welcoming and supportive team, making a real difference by helping parents and families across the UK. 🇬🇧
This is a fast-paced and super rewarding role, primarily focused on handling inbound and outbound calls. 📞 While you might occasionally help customers online, your main gig will be all about mastering the phone! You'll spend most of your day on calls, rocking a headset 🎧, keeping conversations professional, and solving customer questions on the spot. This role is 100% phone-based, so get ready to be a telephone pro!
We're all about building an inclusive team, so we're happy to make adjustments to help you smash every aspect of this telephony role. 💪
What You'll Be Doing:
- Making and taking tons of calls ☎️ in a busy contact centre, giving clear, accurate, and kind support.
- Tackling all sorts of phone queries, doing follow-up tasks, and knowing when to pass things up the chain – all while juggling multiple things at once! 🤹♀️
- Handling sensitive chats with professionalism, resilience, and empathy. ❤️
- Giving our online customers a hand when needed (but the phone is your priority!). 💻
- Owning your workload and staying on top of priorities in a dynamic environment.
- Serving up top-notch customer service, ensuring all info is spot-on, delivered quickly, and easy to grasp. 👍
- Digging for info from different places to nail calculations and decisions about child maintenance payments, and then accurately entering it into our systems. 💻
- Negotiating child maintenance plans and payment schedules according to the rules. 📜
- Securing payments and explaining the impact of not paying. 💸
- Taking necessary steps to enforce payments when required. ⚖️
Key responsibilities
- Make and receive a high volume of telephone calls, providing clear, accurate and compassionate support to customers.
- Address a wide range of telephony queries, completing follow-up actions and escalating cases appropriately.
- Handle sensitive or challenging conversations with professionalism, resilience and empathy.
- Support online customers digitally when required.
- Manage your own caseload, balancing multiple priorities in a fast-paced environment.