I should like to know the outcome of the GLPC job evaluation assessment for the role of Customer Service Adviser, Contact Centre.
The information I am specifically after:-
The job score (the figure after all the individual factor scores have been added together)
Whether your CSAs receive and resolve Revenues & Benefits calls.
We have interpreted this to refer to customer calls relating to Council Tax, Housing Benefit and Business Rates.
Our Customer Services Centre advisors do not receive and resolve Revenue and Benefits Calls. They take calls relating to services managed by Devon County Council, such as Blue badge applications, Free School Meals and others. In some cases, callers may be asked if they are in receipt of certain benefits, such as Personal Independence Payments, Working Tax credit or Child tax credit, which could be part of the eligibility criteria for the service they are requesting. Advisors in the Care Direct Team may signpost a caller to the Department for Work and Pensions (DWP) if they thought that person may be eligible for Disability Living Allowance, Carer’s Allowance, Personal Independence Payments. If an advisor takes a call relating to Council Tax, Housing Benefit or Business rates they would refer the caller to the appropriate District or Unitary council.
I should also like to know whether you have a ‘Local Conventions’ document.
We do have a Local Conventions document.
If so, I should like a copy please.