We are currently recruiting for 3 Administration Officers (First contact team member) based in Limavady
Start date: 3rd of January
Location: Limavady BT49
Duration: 51 weeks / ongoing
Hours of work: Monday to Friday 9-5
Rate of pay: £12.59 per Hour - Weekly pay
MAIN JOB ACTIVITIES
Setting Direction
• Encourage and motivate claimants to become more digitally competent helping
them to create and maintain their digital account independently.
• Encourage and challenge claimants, who can, to use the online channels.
• Make every claimant contact count to keep them moving forward and help them
recognise how your impact will improve their labour market activity.
• Deal effectively with change by being clear on the vision for the business.
• Understand the entire end to end claimant journey and appreciate the impact on
other areas.
Engaging People
• Be accountable for your own development by maximising the use of appropriate
learning and development tools (including own digital capability).
• Build business relationships with colleagues to support smooth handoffs where
these are necessary.
• Build constructive relationships with the External Delivery Partners. These
include Her Majesty’s Revenue & Customs (HMRC) and Northern Ireland
Housing Executive (NIHE).
Delivering Results
• Work as part of a multifunctional administrative team which provides both back of
office and front office support as necessary.
• Be the first point of contact for claimants who have queries whilst identifying
non–standard claimants such as foreign nationals and arranging further
assistance when required.
• Gather accurate information and ensure that claimants provide the necessary
documentary evidence, and inform claimants where information is missing.
• Confirm claimants’ identity.
• Undertake interviews such as Claims Assessor interviews with claimants and
update the appropriate system.
• Ensure claimants are aware of their responsibility to report future changes.
• Assist the Work Coach to ensure claimants can manage their own job search
activity.
• Assist claimants who require Finance Support.
• Take appropriate action in reporting and logging all incidents of unacceptable
customer behaviour.
• Provide advice and guidance, explaining policies and procedures and actively
eliciting information from potential claimants. At times this will involve dealing
with difficult customer situations.
• Signpost the claimant to the relevant support.
This list is not exhaustive and you may be required to carry out other activities
as directed by your line manager.
5. KNOWLEDGE AND SKILLS
The characteristics and overall level of knowledge and skills which have to be most
commonly applied in this role include:
• Knowledge of the Universal Credit Full Service (UCFS), legacy benefit systems
and other processes including fraud referrals and complaints.
• An understanding of UC.
• Plan and organise own work with the minimum of supervision.
• Demonstrate effective communication and customer service skills (including
coaching skills).
• Demonstrate effective numeracy and literacy skills.
• Adhere to Corporate Objectives at Annex A.
Corporate Objectives
• Maintain the security and integrity of claimant information through appropriate
use of IT, adherence with identity verification, Data Sharing processes and
system security protocols.
• Prevent fraud and error by taking prompt action to make referrals to Fraud or
Compliance colleagues.
• Adhere to mandatory Security and Validation (SAV) checks or the UC equivalent
and process according to your role.
• Report any incident or situation where it is suspected security has or may have
been compromised in accordance with Departmental guidance.
• Adhere to Health and Safety procedures, incident handling and Business
Continuity arrangements.
• Follow Attendance Management policy and contribute to the target to reduce sick
absence.
**Full job spec sent upon application**
Essential Criteria:
- 5 GCSEs A-C including Maths and English (Must be able to show proof)
- Must complete an Access NI