Here at NPS we have a simple set of values that sets out who we are as a company. We are:
Intelligent – we make the right choices
Involved – our enthusiasm creates energy
Innovative – we always ask what’s next
Our business is all about making lives safer, healthier, better managed and mobile
Our software underpins critical police, health, housing and local government services, ensuring delivery of the right data at the right time to protect and improve people’s lives.
We’re as committed to the positive social outcomes of our customers’ services as they are, which means we put people first. In the interfaces and systems we design, and the software support and development service we provide.
Across the world, billions of people every day rely on the services and benefits provided by their police, health services, housing and local government. Their home, welfare, wellbeing and security often depend on them.
We create and manage the software that connects people with these services. We design smart interfaces and data processes to ensure services are easy to use, always on, relevant, accurate and trusted.
Using internet, mobile and AI technology, we are designing new tools that maximise the positive experience people have of critical services, and helping to make sure they are safer, healthier, better managed, and able to organise their life on the go.
Working closely with our customers – the service providers – we define people’s needs today and in the future – and work intelligently to continuously improve our software products and data management.
Our software underpins the performance of our customers as they serve their customers. Our constant focus is making sure our software is stable, efficient, cost efficient and secure.
We’re proud of the role we play, improving people’s lives through dependable critical services. With a growing number of customers globally, we’re going to make a difference to millions of people more.
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.
Provide excellent customer support, liaising with all relevant resources, to ensure a timely resolution to any issue against the full Service Level for the customer;
Deliver a pro-active support service and have a good understanding of the Incident Management techniques in line with ITIL Best Practice;
Provide application support, advice and guidance, and general information on the NPS Products and Service to the NPS customers;
Provide information from an investigation to the 3rd Line Teams where an answer or resolution cannot be identified;
Excellent oral and written communication skills
Ability to manage workload and meet deadlines
Self-motivated with a desire to learn and own problems to resolution
Demonstrate solid problem solving and lateral thinking skills
Capable of communicating to technical and non-technical staff unambiguously at all levels in respect of support calls
Willingness to challenge and participate in solution development
Proactive and forward thinking to stop problems occurring
Capable of multi-tasking and balancing complex customer and internal priorities
Willingness and ability to represent NPS Support in both internal and external meetings
ESSENTIAL COMPETENCIES & EXPERIENCE
Good Knowledge and experience of Housing Benefit and Council Tax Reduction Scheme
Good knowledge of Housing Benefit Legislation
Able to provide accurate advice and guidance on Benefits products
Recognise and prioritise urgent calls
Manage an issue to conclusion, co-ordinating the skills of additional resources, or past experience, as required
Ability to accurately document issues in an appropriate time frame.
Excellent customer service skills, able to explain difficult information or “bad news”
Effective problem solving
Work independently using own initiative
Flexible attitude – including visits to customer site, user groups and other NPS offices
To work effectively in a team, liaising appropriately with other NPS staff, NPS customer and third parties, meeting deadlines and following the manager’s instructions
Demonstrate the ability to pick up application support issues and work towards a satisfactory outcome both in relation to the customer’s satisfaction and NPS contracted Service Level Agreement
Excellent communication skills to ensure the issues the customer is experiencing are understood and the ability to fully explain resolutions and workarounds in writing or by telephone.
Identify customer support issues that may require a more pro-active approach to their resolution and to utilise any tools available (reporting, conference calls, escalation procedures) to provide a satisfactory resolution for both the customer and NPS
Ensure that information received that has a material impact on a/the customer/s or NPS is communicated effectively internally to ensure appropriate action takes place
Flexible and keen approach to learning new skills and acquiring knowledge.
DESIRABLE COMPETENCIES & EXPERIENCE
Customer Service Experience
Experience of NPS Revenues and Benefits software
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 additional cost)
25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days during enrollment period
4 x basic salary life assurance over
A Group Pension Plan with fantastic employer contributions
A selection of tax efficient flexible benefits to suit your individual needs such as cycle to work scheme
The role offers a competitive salary
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 Disclosure Barring Service (DBS) check may also be required.
Northgate Public Services is an equal opportunities employer, welcoming applications from all communities.