Customer Service advisor

Job description

Independent Assessment Services delivered by Atos is an independent assessment provider assessing Personal Independence Payment (PIP) cases on behalf of the Department for Work and Pensions (DWP). Our job is to help DWP understand how a person’s health condition or disability affects their daily lives.

Our team of trained Health Professionals includes registered nurses (both general and mental health specialists), physiotherapists, occupational therapists and paramedics. All our team are experienced practitioners and trained as disability analysts.

We deliver PIP assessments in: Scotland, North East and North West of England as well as London and Southern England.

To find out more go to www.mypipassessment.co.uk

This is a full time (37.5h/week) permanent role based in Linwood. Shift patterns are within the hours of 8am to 8pm Monday to Friday and 9am to 5pm on Saturday if required (if worked Saturday a day off in lieu next working week).

The purpose of this role is to provide support to claimants wanting an update for the Personal Independence Payment (PIP) claim, the Customer Service team are the first line of support available and are the voice of Atos IAS. No matter where a claimant is within the claim process, if there are any problems or queries, it always comes back to Customer Service which makes it such an essential department in the PIP claim process. As a team, the main aim is to resolve to any queries the very first time they are raised.

In this role your responsibilities will include:

• To answer all incoming calls of claimants and to provide updates on their claim.

• Logging and updating new information

• Provide assistance in the tracking and co-ordination of risks and issues.

• Appointment re book

• Dealing with special requests for claimants such as authorising home and taxi requests for claimants to attend consultations at assessment centres.

• Administering general queries – about PIP as a whole and also about individual claims

• First line complaint

• Liaise with Customer Relations when receiving complex complaints calls.

• Carry out some outbound calls for short notice booking.

• Processing and logging of claimant expenses

• Handling return to sender letters and dealing with the daily office post.

• Supporting other departments with calls and administrative tasks as the needs of the business dictate

Job Requirements

Essential / Minimum Criteria

• You will be required to undergo and successfully gain a BPSS security clearance check in order to undertake this position.

• Able to demonstrate the drive and determination that will be required to succeed in a challenging role

• To be mindful the role is a phone based support service

• Strong communication and listening skills i.e. fluent English language skills, able to communicate with stakeholders on a day to day basis via telephone, email and face to face in a clear, caring, courteous and professional manner.

• Ability to develop good relationships with customers and colleagues

• Strong analytical skills.

• Ability to organise and prioritise work in an effective manner.

• Ability to work under pressure.

• Excellent call handling skills – ability to take ownership and resolve queries on first contact, displaying excellent problem solving skills.

• Understands the internal roles and responsibilities of the wider organisation

• Ability to be flexible due to the demanding nature of the role.

• Ability to keep an open mind in terms of the claimants and their behaviour

• Computer literacy including working knowledge of Microsoft Office Able to confidently use MS Word, Excel and Outlook to a basic standard e.g. Able to create letters / emails from scratch, use software applications to capture and store data in a clear and logical manner. Able to read and send emails / attachments etc.

Desirable Criteria

• Good PIP contractual knowledge

• Experience of working within a customer service role is desired but not essential

Compensation and Benefits
A great incentive to join the Atos team is the market competitive range of benefits that the Company provides. These include a competitive salary, as well as a number of core benefits, such as; 25 days annual leave plus bank holidays; private medical insurance, which all new starters will be automatically opted into; an attractive stakeholder pension scheme, with employer contributions of up to 10% basic salary; Life Assurance; Income Protection; Personal Accident Insurance; and Season Ticket Loan. In addition to this Atos operates a flexible benefits scheme that allows you to purchase discounted products and services. Additionally, comprehensive training and development is delivered in a variety of ways, leading to accreditation if required.

Your Application
If you wish to apply for this position, please click below to complete our online application form and attach your CV in either Word, rtf or text format.
Atos does not discriminate on the basis of race, religion, colour, sex, age, disability or sexual orientation. All recruitment decisions are based solely on qualifications, skills, knowledge and experience and relevant business requirements.
We are committed to making reasonable adjustments to the applications process for people with disabilities.