Senior Customer Service Advisor

Job Description Job Description Location: Wrexham, UK Full time/Part Time up to 37.5 hours a week Service details: NEC manage the Discretionary Assistance Fund (DAF) on behalf of our client the Welsh Government.
The DAF team award clients with cash, grants and white goods to individuals experiencing financial hardship.
Our core function is to verify and resolve grant applications against set criteria We help customers over the phone, online and by email.
The Role We support delivery of Discretionary Welfare Fund (DAF) contract work via online, telephone and postal applications.
Works in a senior role, supporting a team of advisors to process applications and deal directly with citizens to support their queries.
Has a thorough understanding and working know-how of the service, including SLA's, governance, escalation routes and data security.
Has a thorough understanding of the criteria and guidelines under which processing takes place, sharing expertise across the team.