Vertex is pleased to announce the use of its customer management services to support the Government in delivering a part of the Jobseeker Direct telephony service.
Jobseeker Direct is a key service provided by Jobcentre Plus to help support customers get back into work.
Customers call the Jobseeker Direct national 0845 number to search for jobs in a chosen location and by industry sector. Once a suitable job is found, a Customer Service Agent will give the customer advice on how to apply, and send out application forms or arrange an interview there and then with the employer.
Jobcentre Plus currently responds to more than 100,000 Jobseeker Direct customer calls per week. Vertex is supporting Jobcentre Plus by answering a proportion of these calls. By working together with Vertex, Jobcentre Plus is able to free up more Customer Service Agents to work on more complex telephony lines delivering critical services to customers, for example those wishing to make a new claim to benefit.
Richard Warriner, Client Manager, Vertex said “Vertex has been supporting the Agency since 2007 – managing an out of hours service for customers calling the National Benefit Fraud Hotline. Following a successful tender exercise, we’re very pleased to expand the range of support we offer. By working in partnership we are able to respond to customers when they need it most and deliver a service that aids their move back to work during these testing financial times.”
Val Gibson, Director of Jobcentre Plus Contact Centres said “I’m extremely pleased that by working together we are able to successfully deliver an excellent customer service to more than 100,000 callers each week. I’d like to thank all the staff involved in the delivery of this service for the dedication and hard work shown in making the partnership so far a success.”
For more information please visit Vertex.