Enquiry Centre Advisors

Salary: Starting at £26,227.50

Non-sales environment, taking inbound service calls.

You will be based at your home address with an assigned office in The Riverway Centre, Stafford, which you will attend minimum of 3 days each week. The in-office days will be a Tuesday, Wednesday & Thursday.

This is a full-time role - 37.5 hrs per week, Monday to Friday between 8.00 am and 8.00 pm with some Saturday between 9am and 5pm.

We are looking for Inbound Enquiry Centre Advisors to join our expanding customer service team on a full-time permanent basis in Stafford, UK.

The role involves providing a high-quality claimant experience by telephone to new and existing claimants of Personal Independence Payment (PIP) who are looking to place a new claim for PIP or are already receiving the Disability Living Allowance (DLA) and are at the point of renewing their benefit.  Our customer service teams are responsible for resolving both simple and complex issues for a whole range of customers as well as completing administrative tasks. 

Key Accountabilities:

• Answering calls from claimants/representatives and dealing with queries such as appointment bookings, in a professional and effective manner, ensuring the highest standard of claimant experience.
• Accurate data input, with attention to detail for completion of administrative tasks.
• Any other duties that may be deemed necessary by the business to ensure successful delivery of the PIP assessment service.

• Good listening skills – able to understand customer problems and give clear and concise explanations.
• The ability to work well within a team and demonstrate flexibility to meet the needs and expectations of the team/business.
• The ability to take ownership of issues, resolving wherever possible at the initial stage of the enquiry.
• Polite and professional telephone manner, showing respect and empathy to callers.
• Genuine enthusiasm for customer service.
• Good time management.
• High attention to detail and accurate data inputting.
• Ability to work a range of shift patterns during contact centre opening hours.
• Be adaptable to change in a constantly shifting environment.