Ballymena - Administration Officer/telephony Agent

We are currently recruiting for AO’s for our client based in Ballymena . The successful candidates will be required to start once the vetting paperwork and ANI completed.

Start date: 14th Oct or 11th Nov

Rate of pay: £12.59

Duration: 51 weeks

Hours of work: Full time 37 Hours per week

The contracted hours are 8am – 8pm Monday – Friday and every 4th Saturday on a rota basis. However, at present staff are working various shift patterns between 9.00 – 5.00 Monday to Friday.

No holidays in the first 4/5 weeks due to the training period.

Key Responsibilities:

Will be working as part of the ‘Move to UC’ team as a case manager supporting claimants through the managed migration process as they make a claim to Universal Credit through award calculation. You will also be at the forefront providing insight to contribute to the evolving design and learning that will shape the customer experience as we scale in 2024 / 2025.

• Answering telephone calls and signpost to further support made into a bespoke helpline available during normal business hours 8am to 6pm Monday to Friday.
• Take follow-up action after the Migration Notice has been issued
• Implement extensions to “Claim by” Date
• Send reminders
• Carry out cancellations/deferrals
• Update the Move Service
• Action the “Notify IS and Record Overlapping Benefit to do” as part of claim termination work
• Responsible for the Enhanced Support Journey (outbound calls, vulnerability check and potential Visiting Officer referral)

Essential Criteria applicants must have:

• five GCSE/GCE passes (at A, B or C) with Maths and English
• Proof will be required at the first stage of registration. Without this we cannot take your application forward.

( Proof of certs required )

• Excellent IT skills, including use of Microsoft Word and Excel.
• Excellent communication skills.
• Proven ability to use own initiative.

Please send your CV via the link or to

RecCoBelfast