Customer Service Expert Apprentice

You should be confident in conducting challenging but effective conversations with customers You are required to maintain multiple reviews simultaneously, varying by type and stage in the review process You will be responsible for managing a designated caseload You will be required to question customers in a curious and confident manner, whilst being considerate of potential sensitivities, asking appropriate follow up questions relevant to uniqueness of the case as required to gather evidence You should be able to review and compare multiple sources of information, including using reasoned judgement to assess contradictory pieces of evidence Using guidance and policy, from time to time, you are required to capture a full understanding of a case, and where needed, using this to hand over cases to key stakeholders to take over the review You should be able to engage with potentially challenging and vulnerable individuals, whilst demonstrating empathy and excellent customer service skills At times you will be required to work collaboratively within your own team and with wider teams to support delivery outcome You should be proactive in talking to relevant people to get advice and information when unsure how to proceed You will be responsible for managing and conducting case reviews by following a structured process in adherence to all legal and policy requirements You will decide what evidence is appropriate to request from customers as is required to confirm the validity of declarations, considering the uniqueness and context of each individual case You will be accountable for planning and conducting robust interviews asking challenging questions to gather all relevant information; exercising judgement to tailor follow up questions specific to each individual case Gathering, verifying and assessing all available information, and deciding on an appropriate course of action to identify incorrectness in each case is paramount Presenting all information from the case review clearly and accurately You will be required to record the progress of a case review on specific systems, including maintaining and retaining relevant evidence in an evidence file including redacting and annotating sensitive material when appropriate From time to time contributing to feedback and lessons learned activity to shape and improve the service will be required Responsible for own health, safety and welfare as well as being mindful of the wider team and surrounding colleagues 

Training Outcome:
They will be an integral part of the DWP UCR contract as a Customer Service Expert

Employer Description:
TP is a global digital business services company. Our global scale and local presence allow us to be a force of good in supporting our communities, our clients, their customers, and the environment. We deliver the most advanced, digitally-powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

Working Hours :
Monday- Friday, Rota between the hours of 8.00am - 6.00pm

Skills:
Communication skills,IT skills,Attention to detail,Organisation skills,Customer care skills,Problem solving skills,Administrative skills,Analytical skills,Logical,Team working,Initiative,Non judgemental,Patience