Customer Service Advisor – NEC Software Solutions – Hartlepool

NEC Software Solutions

Company Description

Come join us and make a difference in the world!

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Job Description

Support delivery of Local Welfare Provision (LWP) contract work via online, telephone and postal applications. Act as first point of contact for applicants and system administrator for the Northgate system to allow applications to be input and processed.

  • Process emergency payments and individual assistance grant applications using the computerised Northgate interface, ensuring:
  • Professionalism in gathering the data
  • Sufficient and accurate data recording
  • Recording in a timely manner.
  • Liaise with applicants to process information into the Northgate System.
  • Undertake eligibility checks with the applicant, seeking information direct from the applicant and utilising additional computerised interfaces for confirmation.
  • To fully understand the legislation and criteria involved in awarding emergency payments and individual assistance grants and process applications accordingly.
  • To comply with Processing Services Customer Charter when dealing with all incoming and outbound calls.
  • To complete statistical information as instructed by the Service Manager
  • To act on requests for support regarding system access and used by the customer.
  • To work as part of the team in achieving targets set by the Service Manager
  • To deal with incoming and outgoing correspondence relating to Local Welfare Provision either by telephone, email or letter.
  • Deal with and respond to enquiries from clients, citizens and internal colleagues in a positive and professional manner
  • Share your knowledge with others to ensure continuity in your absence, ensuring handover is in place in advance of any planned absence
  • Act as a key deliverer of the Local Welfare Provision contract/s.



  • Experience of contact / processing centre working.
  • 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.
  • Desirable Welsh Speaker.


Additional Information

We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:

  • Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost) 
  • 25 days paid holiday with the option to buy/sell (FTE)
  • 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
  • A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
  • A selection of flexible benefits to suit your individual needs
  • All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like. 


  • Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.
  • All offers are subject to satisfactory vetting, references and occupational health checks. 
  • Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We’re NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you’ll be helping our 3,000+ employees push the boundaries of what’s possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We’d love your help. And we’ll support you all the way.

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