Offers “Atos”

Expires soon Atos

CUSTOMER RELATIONS AGENT

  • UNITED KINGDOM

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

Client Relations – Case Officer

 

This is full time Position based in Stockton or Durham.

 

The Client Relations Team within PIP is responsible for providing support to claimants wanting to complain about any aspect of their PIP experience.  Dealing with the general public, healthcare professionals, 3rd party agencies the aim of the role is to ensure the swift and accurate resolution to any such complaints.  Working to strict Service Level Agreements and in line with DWP/ICE guidelines whilst complying with the required quality standards throughout all forms of communication.  There is also a responsibility to provide analysis to aid continuous improvement and Claimant experience.

 

Tasks

 

•             Handle enquiries from the general public, agencies and Healthcare Professionals and provide appropriate advice

•             Analyse and record accurately enquiries and new issues of complaint on a Complaint Management System

•             Decide upon an appropriate investigation liaising as appropriate with Healthcare Professionals, Medical and Administrative Managers; this includes communicating by email, letter and telephone

•             Record all activities accurately on the complaint management system , SAMS,  when dealing with each customer complaint

•             Draft letters, including replies to multiple  issue and complex complaints to agreed quality standards

•             Obtain relevant information and draft replies for Freedom of Information requests

•             Investigate official correspondence, CEO and PQ referrals - liaise and provide contributions to DWP managers, explaining the outcome of investigations

•             Taking action at the conclusion of each investigation ensuring an outcome is recorded

•             Advising the DWP of the outcome of an investigation, when appropriate

•             Provide quality assurance of complaint investigations and replies; provide feedback to colleagues as required

•             Ensure appropriate claimant and customer interventions to resolve issues of dissatisfaction

•             Ensure close case management to ensure all targets are met

 

Job Requirements

 

Delivery Focus:  Dedicated to delivering excellent customer service, acting in the best interest of claimants at all times, ensuring that set targets and expectations are met to an excellent standard.

Communication:  Communicating clearly, concisely, in addition to listening and demonstrating an understanding of others’ viewpoints by means of attentiveness, yet sensitivity. Furthermore, displays effective oral and written communication skills in both formal and informal settings.

Essential Skills:  Has an organised, disciplined and analytical approach to tasks. Is able to plan and control set work, selecting and utilising effectively appropriate methods, procedures, tools, equipment and standards, to meet all targets set.

Knowledge and scope of expertise:  Seeks to improve expertise within Customer Service team discipline overall. Forms a good appreciation of the wider team objectives and understands how own role relates to other roles both within and outside of own area.

Learning and Development:  Is able to absorb rapidly and apply effectively, new relevant information as required. Continually reviewing and improving personal skills.

Planning and Organisation:  Determining a course of action by breaking it down into smaller steps and by planning each of these, preparing for potential problems.

 

Mandatory Competencies & Experience

 

•             Demonstrable previous experience in a Customer Service role delivering customer service to a high standard including written and verbal enquiries/complaints.

•             Able to deliver customer service to a high standard i.e can demonstrate a consistent track record of delivering customer service to agreed quality criteria or standards.

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

•             Able to demonstrate a high level of customer awareness and the ability to deal with their needs quickly and efficiently. An awareness of dealing with socially challenging behaviour is very important

•             Ability to demonstrate good listening skills, ability to demonstrate empathy to optimise the customer experience whilst setting expectations in a clear and concise manner

•             Demonstrate a positive attitude, enthusiastic and personal drive to achieve and exceed targets     

•             Able to demonstrate an ability to draft written replied to a consistently high standard.

•             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

•             Strong communication and organisational 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 deliver work to set targets and specified standards

•             Ability to deal with people in a caring, courteous, empathetic and professional manner

•             Ability to work unsupervised and use own initiative but know limitations and ask for support when necessary

•             Ability to remain calm and professional in difficult situations

 

Desirable Skills

 

•             NVQ Level 2 in Customer Service or equivalent

•             NVQ Level 2 in Business Administration or equivalent

•             Ability to produce creative and innovative ideas

•             Proven track record of own time management

•             Ability to work with in a team and support colleagues.

•             Can demonstrate successful delivery of projects as part of a larger team

 

Training & Development

 

•             Atos Induction – via the UK Induction Portal and

•             Local PIP Induction plan;

•             Security Awareness;

•             Health, Safety & Environment training (Display Screen Equipment, Environmental Awareness, Fire Safety, Office Safety;

•             Additional training & development will be offered based on discussions around IDP

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.

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