Job Title: Customer Service Advisor
Post requires a license: No
Post requires 5 years residency: Yes
Salary Range: £40,374.57 to £45,456.18
Contract Type: Permanent
Full time/Part Time: Full Time
Term Time only post: No
Advert Closing Date:11/07/2025
Whatever you want from your career, you have the scope to find it here. We foster a work approach based on mutual support and collaboration, where everyone feels empowered to empower others. You’ll find countless opportunities to learn, develop and grow a rewarding career where we recognises the importance of your personal and professional well-being. By considering moving internally across the Public Service, you'll be proud of what you can achieve – both for yourself and the people of Jersey.
Whatever you want from your career, you have the scope to find it here. We foster a work approach based on mutual support and collaboration, where everyone feels empowered to empower others. You’ll find countless opportunities to learn, develop and grow a rewarding career where we recognise the importance of your personal and professional well-being. By considering moving internally across the Public Service, you'll be proud of what you can achieve – both for yourself and the people of Jersey.
Are you passionate about delivering a first-class service to the Islanders of Jersey?
At Employment, Social Security & Housing our work matters and we’re proud to see the positive results we bring to Islanders’ lives every day. Our Service Advisers enjoy solving problems and providing support to everyone who needs it, often at very challenging times in their lives.
Our Customer Service Adviser roles will give you a unique insight into the various services we offer Islanders. From working with people to access and calculate financial benefits such as Income Support, to supporting with retirement and care packages or welcoming newcomers to the Island with Registration Cards. If you would like to make a difference to Islanders’ lives, please get in touch for an informal discussion via clscareers@gov.je or find out more at Employment Social Security and Housing
Employment, Social Security & Housing have a diverse offering for Customer Service Advisers. We actively support full and part time applications as well as giving you the opportunity to work flexibly in some roles. We can offer permanent positions and fixed term contracts for successful candidates. Please contact clscareers@gov.je for an initial discussion.
Job Specific Outcomes
· Assess and determine entitlement and advise customers (face to face, telephone, online) to ensure they receive the all the benefits they are entitled to as well as ensuring they fully understand their responsibilities e.g. accurate disclosure.
· Carry out complex calculations to determine customer eligibility across multiple benefit types under a number of different laws e.g. income support, pensions, long term care, parental, to determine and ensure customer claims are processed in accordance with policy and legislation.
· Ensure all work undertaken complies with the department's SLA’s, objectives and relevant legislation in order to achieve a consistent customer experience across the department.
· Update internal manual and computerised systems to reflect customer contact and any decisions made to ensure an audit trail, good customer service and full compliance.
· Act in respect of erroneous benefit claims by contacting the customer to agree a repayment plan or refer defaulters for legal action to reduce/limit loss of public funds.
· Proactively deal with all complaints according to agreed standards, escalating as necessary to ensure a robust and consistent approach to maintain customer confidence.
· Undertake a range of ad-hoc work as required on larger projects or change initiatives to contribute to the development and improvement of service delivery.
· Undertake visits to individuals and employers where problems have been identified, to resolve the issue in line with legislation and / or departmental policy.
· Ensure that any fraudulent activity identified during the normal course of work is escalated and flagged to the departmental enforcement and fraud investigation service in order that abuse is investigated, and legislation enforced.
· Ensure safeguarding processes are promoted and implemented to protect vulnerable adults and children
Across the Jersey public service, the scope of our work means our people enjoy a wider range of opportunities – to work with recognised experts across teams, learn new skills and develop their careers. We actively look to recruit people from different backgrounds, with diverse perspectives. This creates a richer, more varied environment, where you’re exposed to new ideas, new ways of thinking and new opportunities, so you can develop an exciting and rewarding career.
Extraordinary, Everyday.
