Customer Service Advisor – NECSWS – Hartlepool


Job Description

Delivery Key responsibility:

Receiving and inputting postal appeals on to the CMS

Professionalism in gathering the data

Sufficient and accurate data recording

Recording in a timely manner.

Ensure all appeal correspondence is available within a suitable time.

Ensuring evidence from both parties is attached to the right case;

Liaise with appellants to ensure all correct information is received.

Respond and action queries received from appellants

Respond and action queries and requests from London Councils Staff

Correctly identifying what type of data/correspondence it is (e.g. Notice of Appeal, evidence from EA, evidence from appellant, case related correspondence, non-appeal/non-case related correspondence);

Filing data/correspondence appropriately and cross-referencing to other documentation as appropriate;

Preparing and distributing outgoing correspondence and reports emanating from the system, whether electronically or in paper form;

 Assistance to adjudicators in minor administrative functions relating to appeals, including (but not limited to) providing, on request, un-scannable evidence for consideration by the adjudicators;

Assisting service manager and senior officer with additional duties where required.

Operational Excellence responsibility:

Act as a key deliverer of the NEC Appeals Service contract/s.

Works closely with the System Administrator to ensure recording and escalation of information.

Perform all duties with minimum supervision

Maintain excellent attendance levels in line with the NEC attendance policy

Maintain an excellent attitude within the Business Centre; acting as an ambassador at all levels, taking on additional duties as and when required.

Attend training and other events relevant to develop new skills or to refresh or update existing knowledge and skills. Be available to travel off site for this if required.

Responsible for meeting personal targets


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 – especially MS office in the area of excel and outlook.

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

Team worker – able to work with colleagues to achieve targets and objectives.

Additional Information

Employees of NEC are entitled to the following Company funded benefits:

Single Private Medical Cover (with the option to select family cover at an additional cost)

25 days paid holiday (includes 3 company nominated days) with the option to buy/sell up to 5 days

4 x basic salary life assurance cover

A Group Pension Plan with fantastic employer contributions

A selection of tax efficient flexible benefits to suit your individual needs 

The role offers a competitive salary.

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 and reference checks. Depending on the nature of the role a Disclosure Barring Service (DBS) check may also be required.

NEC is an equal opportunities employer, welcoming applications from all communities.

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