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Welsh Speaking Customer Service Advisor

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NEC Software Solutions

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Location:
United Kingdom , Wrexham

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

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.

Job Responsibility:

  • Support delivery of Discretionary Welfare Fund (DAF) contract work via online, telephone and postal applications
  • Act as first point of contact for applicants and system administrator for the NEC system to allow applications to be input and processed
  • Process emergency payments and individual assistance grant applications
  • Managing and processing data in a fast-paced office environment
  • Accurate data recording
  • Liaise with applicants to process information into the DAF solution
  • Undertake eligibility checks with the applicant, seeking information direct from the applicant, utilising additional sources for confirmation
  • To fully understand the legislation and criteria involved in awarding emergency payments and individual assistance grants and process applications accordingly
  • Comply with Processing Services Customer Charter when dealing with all incoming and outbound calls in both English and Welsh
  • Work as part of the team in achieving targets set by the Service Manager
  • 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
  • Act as a key deliverer of the DAF contract

Requirements:

  • Welsh Language speaker - Conversational level
  • Candidates must be able to demonstrate a pre-existing right to work and travel within the UK
  • 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
What we offer:
  • 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

Additional Information:

Job Posted:
February 18, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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