This Vacancy has closed.
Benefits Support Consultant
  • Employer: Northgate Public Services
  • Reference: NPS/19/104211
  • Published: Tue 16/07/2019, 16:20 PM
  • Closing on: Thu 08/08/2019, 12:00 PM
  • Working Pattern: Full Time
  • Hours: To be confirmed
  • Salary: TBC
  • DBS Check: Yes
  • Location: Berkshire

Vacancy Location

More Information

Benefits Support Consultant

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.

 

Our story

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.

 

Job Description

MAIN RESPONSIBILITIES

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;

 

PERSON SPECIFICATION

 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


Qualifications

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

SQL knowledge

Additional Information

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

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 Disclosure Barring Service (DBS) check may also be required.

Northgate Public Services is an equal opportunities employer, welcoming applications from all communities.

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