Escalations Admin Support job in Birmingham at Capita PIP

Escalations Admin Support

Company: Capita PIP

Location: Birmingham UK

Date Posted:May 02, 2018

Capita PIP are restructuring the Escalations team in Fort Dunlop, incorporating all Escalations task completion into the DA Escalation team.  If you have worked on the escalations tasks within the contact centre, you may express an interest in moving to this new team.The Role:To provide a high quality advice service by telephone to the DWP regarding applications for Personal Independent Payments (PIP).  Our vision is that all escalations tasks will be completed to an exceptional standard within one team, delivering and exceeding Customer expections and achieving service levels in telephony and back office activities. This will incorporate both simple and complex issue resolution for the DWP as well as completing back offfice administrative tasks. The role will also include supporting the Clinical Escalations team with any clerical duties to support the team in their roles. 37.5 hours per week Monday to Friday between 8am & 8pm.Duties Include:·         Answering calls from the DWP and dealing with queries in a professional and effective manner, ensuring appropriate management of call lengths and call quality·         Quality and accuracy of information given to the DWP·         Average Handling Time·         Accuracy of system usage·         Telephone answering behaviour ·         Attendance and time keeping·         Knowledge of departmental policies and procedures·         Accuracy of use of the IT systems·         High standard of general telephone behaviour·         Back office administrative tasks·         Any other duties that may be deemed necessary by the business to ensure successful delivery of the PIP assessment serviceKey Skills & Experience:- Previous Administration Experience- Customer Service Experience- Excellent Attention to detail- IT literate & confident using microsoft office In return you will receive:- A salary of £15,302 per annum- 23 days holiday + bank holidays- Free shuttle bus service from Birmingham City Centre to Fort Dunlop- Pension- Health care- Wide range of discounts- On-going training & development opportunitiesTo Apply Please Email Your CV to View full job description
JobCentre Plus 9 months ago
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