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Job offers Northgate Public Services
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Our philosophy is to understand our customers business first before we get to the technology. This approach leads to clever software; streamlining old processes, saving money and delivering positive change.
Our technology has helped the NHS screen millions of babies for hearing loss, ensures hundreds of housing providers are managing their homes efficiently and helps officers in over a dozen different police forces to make better decisions at the frontline.
Based in the UK but working around the world, our 2,000 employees help improve the services that matter most. We are now part of the NEC corporation, a leader in the integration of IT and network technologies that benefit businesses and people worldwide this brings in new opportunities without limits for growth and innovation.
** THIS ROLE IS BEING OFFERED ON A 12 MONTH FTC BASIS **
To manage and respond to calls from Local Authorities and citizens requesting support and information regarding the Blue Badge Improvement Service.
To support the delivery of Eligibility Services contract work via online, telephone and postal applications. Act as first point of contact for applicants for the Northgate system to allow applications to be input and processed.
Duties and Responsibilities:To comply with Processing Services Customer Charter when dealing with all incoming and outbound calls. To complete statistical information as instructed by the Eligibilities Service Manager To act on requests for new passwords from Local Authorities when using the Data Sharing System To fully understand the legislation involved in the Blue Badge Improvement Service and Local Welfare Provision then give advice and process applications accordingly To advise Local Authorities when they havequeries To work as part of the team in achieving targets set by the Eligibilities Service Manager Responsible for meeting personal targets To deal with incoming and outgoing correspondence relating to the Blue Badge Improvement Service, Blue Badge Managed Service and Local Welfare Provision either by telephone, email or letter Attend Processing Services events when required Complete transactional telephony and processing tasks for the Blue Badge Improvement Service, Blue Badge Managed Service and Local Welfare Provision Deal with and respond to enquiries from clients, citizens and internal colleagues in a positive and professional manner Attend training and other events relevant to develop new skills or to refresh or update existing knowledge and skills To carry out scanning of documentation Be responsible for meeting personal targets Share your knowledge with others to ensure continuity in your absence, ensuring handover is in place in advance of any planned absence Attend training and other events relevant to develop new skills or to refresh or update existing knowledge and skills. Be available to travel off site for this if required Liaise with Northgate partners where necessary. Perform all duties with minimum supervision Maintain excellent attendance levels in line with the Northgate attendance policy Maintain an excellent attitude within the Business Centre; acting as an ambassador at all levels, taking on additional duties as and when required. Works closely with the Senior Decision Maker to ensure recording and escalation of information.
The above is not exhaustive and may include further duties as the Eligibility services develop and as the business requires.
Key Criteria to monitor performanceAccurate applications are input 100% quality check of responses to citizen and Local Authority Internal call monitoring Customer feedback
Experience of working in a contact centrerole is essential. Experience of processing data with attention to detail and good accuracy Excellent telephone manner. Knowledge of service centre processes, policies and procedures, such as escalation. procedures, service level agreements and client service standards. Excellent computer skills. Excellent knowledge of Google Mail and its additional functions such as: Google Drives, Google Forms, etc. Excellent communication and written skills with the ability to work confidently with customers and internal colleagues. Demonstrable track record of meeting and exceeding operational targets. Well organised. Team worker able to collaborate with colleagues to improve performance. Adept in Microsoft packages, including but not limited to: MS Word and MS Excel Will be able to commute into the Hartlepool region on a daily basis. Will be able to commit to a 12 month fixed term contract.
Employees of Northgate Public Services are entitled to the following Company funded benefits:Single Private Medical Cover (with the option to select family cover at an additional cost) 25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days 4 x basic salary life assurance cover A Group Pension Plan with fantastic employer contributions A selection of tax efficient flexible benefits to suit your individual needs The role offers a competitive salary.
OTHER INFORMATION:Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be required. All offers are subject to satisfactory vetting and reference checks. Depending on the nature of the role a DisclosureBarring Service (DBS) check may also be required. Northgate Public Services is an equal opportunities employer, welcoming applications from all communities.