CCG Administrative Officer Role Description
37 net hours per week. Working five days out of seven days covering various working patterns between 8am and 6pm. Alternative working patterns may be considered subject to business need.
Salary: £19,550, = £8.95ph (paid breaks = paid for 42 hrs per week)
Administration of customers' claims by providing exceptional levels of customer service by dealing with the public via outbound telephone calls, e-forms and emails.
Please note: We don't want you to feel concerned when applying for roles. Due to COVID-19 we have adapted our interview process, working environments and training to ensure our teams are safe. We will keep you updated with the latest developments throughout the recruitment process.
Long term, temporary roles are now available within HMRC. We require Administrative Officers to support customers claiming under the various Government schemes designed to help provide financial support through the Covid 19 pandemic.
As part of a team, you will carry out a range of administrative functions to process enhanced identity checks to verify our customers. You will organise your work in order to meet the schemes' delivery targets and work towards agreed customer service targets for both quality and productivity.
You will need to be self-motivated, flexible and prepared to work across a range of duties as you support the nation in this critical time. The role is not office-based and you will be expected to work from home and provide assurances about the suitability and security of that environment.
What will I be doing?
" Act as a primary point of contact for customers, using telephone and emails
" Gather and use information from HMRC Data systems to inform decisions
" Make outbound calls to customers to check details and request information
" Input of information to HMRC systems, ensuring details are entered correctly and promptly
" Resolve issues/queries or escalate to a line manager as necessary
(This list is not exhaustive, and you may be required to do other duties when required)
What are we looking for?
" Competent IT skills with evidence of being experienced in using Microsoft Office Suite (especially Outlook, Teams and SharePoint) - training will not be provided in these areas and anyone unable to deliver at pace will be referred back to the hiring-agency.
" Competent in using and extracting information from one or more data bases - training will be provided on how to use HMRC data systems.
" The ability to resolve problems with customers and address issues by phone and via information gathering
" Good communication skills,
o fluent English verbally and in writing
o ability to listen and speak to people from diverse areas and backgrounds
" a flexible approach and a positive attitude
" Ability to handle both enjoyable and challenging conversations whilst protecting customer confidentiality
" Ability to provide information quickly and clearly
" Ability to work well across several different teams and build supportive relationships
" Competence in using varied IT software and data bases
" Administration: 1 year (Preferred)
" Telephony Work (Preferred)