Escalations Administrator- Welsh Speaking

Posted 31 May by Capita

Becoming an Escalations Administrator (Welsh speaking) with Capita PIP:

Are you Welsh speaking? Have you considered relocating for your next career move? Capita's iconic Fort Dunlop premises in Birmingham could be your new office!

You will work on one of Capita's major contracts and have the opportunity to make a real difference.

Our vision is that all escalations tasks will be completed to an exceptional standard within one team, delivering and exceeding Customer expectations and achieving service levels in telephony and back office activities. This will incorporate both simple and complex issue resolution for the DWP as well as completing back office administrative tasks. The role will also include supporting the Clinical Escalations team with any clerical duties to support the team in their roles.

What you will do:

  • Provide a high-quality advice service by telephone to the DWP regarding applications for Personal Independent Payments (PIP).
  • Answer calls from Welsh claimants regarding their claim case
  • Control and monitor the quality and accuracy of information
  • Work toward KPI's- Average Handling Time, Accuracy, compliance
  • Gain knowledge of departmental policies and procedures
  • Support the clinical escalations team with any administrative tasks

Your experience will include:

  • Fluent in Welsh both verbally and written
  • Experience of inbound call handling and/or back office task completion
  • Experience in Customer Service, data entry and administration
  • Experience of working towards KPIs
  • Good communication and telephony skills
  • Proactive and positive attitude

About Capita PIP

We carry out Personal Independence Payment assessments on behalf of the Department for Work and Pensions (DWP) in Wales and the Midlands, and the Department for Communities (DfC) in Northern Ireland - and we're searching for Welsh speaking Escalations Administrators to join the team in Birmingham. Are you ready to step up to the challenge?

Capita Plc are the UK's leading provider of business process management and integrated professional support service solutions. You'll be joining a network of some of the most experienced, innovative and dedicated people in the country - the opportunities to learn new skills, develop in your career and grow and as we grow are almost endless. Our mission is to help you realise your potential - whatever that means to you.

What's in it for you?

At Capita, we believe an open, transparent working environment that encourages ingenuity and collaboration - with colleagues, customers and clients - is what makes us so effective at what we do.

As well as a generous basic salary, we also give you 23 day's holidays (rising with length of service), company matched pension scheme and access to a variety of voluntary benefit options. These include a share save scheme, life assurance, holiday buy and many more designed to suit your own personal lifestyle, such as retail, health & wellbeing and leisure discounts. At our Fort Dunlop office, you will also benefit from state of the art facilities, as well as on site subsidised restaurants and open roof top break out areas for those sunny lunch times.

What we hope you will do next

Help us find out more about you by completing our short application process - click apply now. We understand you might have some questions before taking the step to apply - you can contact Kirk Higgins on for guidance.

Capita operates as an equal opportunities employer and we welcome all applications regardless of gender, marital status, sexual orientation, pregnancy, race, colour, ethnic origin, nationality, religion or beliefs, disability, age, political opinions or trade union membership.

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Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.

If you are successful with your application, you will need complete Capita's vetting and screening checks. This will include, but not be limited to, Reference Checks, a Criminality Check, Financial Probity Check, Sanctions Check and Media Check.

Required skills

  • admin
  • support
  • administration
  • welsh
  • secretarial
  • telephony
  • call center
  • language
  • clinical
  • welsh speaking
  • escalations
  • DWP
  • wales

Reference: 35273436

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