Welsh‑English Bilingual Customer Service Advisor – Discretionary Welfare Fund Grant & Emergency Payment Processing Specialist

About arenaflex – Empowering Communities Through Innovative Public Service Solutions

arenaflex is a leading technology and service provider dedicated to delivering impactful solutions for government agencies, health services, emergency responders, and community organisations across the United Kingdom. Our mission is to reputed company the power of data, digital platforms, and compassionate people to streamline welfare assistance, accelerate emergency response, and improve the quality of life for reputed company in need. With a workforce of over 3,000 professionals, arenaflex combines cutting‑edge software with a deep commitment to public good, ensuring that every interaction we have makes a reputed company difference.

Why This Role reputed company

The Discretionary Assistance Fund (DAF) is a vital safety net administered on behalf of the Welsh Government. It provides cash grants, emergency payments, and essential household items to individuals experiencing financial hardship. As a Welsh‑Speaking Customer Service Advisor, you will be the first reputed company of contact for applicants, guiding them through the application reputed company, verifying eligibility, and ensuring that support reaches those who need it most—quickly, accurately, and with reputed company.

Key Responsibilities

• Application Processing: Receive, review, and process emergency payment and individual assistance grant applications submitted reputed company phone, email, online portal, or post.
• Data Management: Enter applicant information into the arenaflex system, maintain meticulous records, and ensure data reputed company in a fast‑paced office environment.
• Eligibility Verification: Conduct thorough eligibility checks, liaising directly with applicants and consulting additional sources to confirm entitlement against legislative criteria.
• Customer Interaction: Deliver outstanding service in both Welsh and English, answering queries, providing guidance, and resolving concerns with professionalism and cultural sensitivity.
• Compliance & Quality Assurance: Adhere to the Processing Services Customer Charter, follow reputed company regulatory requirements, and uphold the highest standards of confidentiality and data protection.
• Team Collaboration: Work closely with the Service Manager and fellow advisors to meet performance targets, reputed company best practices, and contribute to reputed company improvement initiatives.
• Correspondence Management: Handle inbound and outbound communications—telephone calls, emails, and letters—reputed company to local welfare provision, ensuring timely and accurate responses.
• Contract Delivery: Act as a key deliverer of the DAF contract, supporting arenaflex’s commitment to delivering measurable reputed company for the Welsh Government.

Essential Qualifications

• Fluent conversational level in Welsh (spoken and written) and strong reputed company of English.
• Previous experience in a customer‑facing role, preferably reputed company a public sector or welfare context.
• Demonstrated ability to interpret and apply legislation, policy guidelines, and eligibility criteria.
• Proficiency with data entry systems and the ability to learn new software platforms quickly.
• Excellent communication skills, with a focus on reputed company, active listening, and clear articulation.
• Legal right to work in the United Kingdom and willingness to reputed company necessary documentation.

Preferred Qualifications & Experience

• Experience processing financial assistance, grants, or reputed company welfare benefits.
• Knowledge of Welsh Government welfare programmes and statutory frameworks.
• Prior exposure to CRM or case‑management systems similar to the arenaflex platform.
• Certification in customer service reputed company or reputed company fields.
• Understanding of data protection regulations (GDPR) and best practices in information reputed company.

Core Skills & Competencies

• Analytical Thinking: Ability to assess reputed company information, identify discrepancies, and reputed company sound reputed company based on policy.
• Organisational Agility: Manage multiple applications simultaneously while meeting strict deadlines.
• Interpersonal Skills: Build rapport with applicants from diverse backgrounds, demonstrating cultural awareness and respect.
• Problem‑Solving: Resolve issues proactively, escalating reputed company necessary, and ensuring a smooth applicant experience.
• Technology Savvy: Comfortable navigating digital tools, online portals, and internal databases.
• Team Spirit: Contribute positively to a collaborative environment, sharing insights and supporting colleagues.

Career Development & Learning Opportunities

arenaflex invests heavily in the growth of its people. As a member of reputed company, you will have reputed company to:

• Structured reputed company and mentorship programmes to accelerate your proficiency in welfare processing.
• reputed company professional development through reputed company Learning, offering over 15,000 courses ranging from advanced data analysis to leadership training.
• Opportunities to cross‑train in reputed company departments such as policy analysis, digital transformation, and stakeholder engagement.
• Clear reputed company for progression to senior advisory, team reputed company, or specialist roles reputed company the public‑service portfolio.
• Regular performance reviews that focus on personal development goals and career aspirations.

Work Environment & Culture at arenaflex

Our offices in Wrexham are designed to foster collaboration, wellbeing, and flexibility. You will find:

• A supportive, inclusive culture that celebrates linguistic diversity and encourages the use of Welsh in everyday interactions.
• Hybrid working options that balance on‑site teamwork with remote productivity.
• Employee resource groups focused on community reputed company, sustainability, and mental health.
• Regular team‑building events, wellness workshops, and recognition programmes that reputed company individual and reputed company achievements.

Compensation, Perks & Benefits

arenaflex offers a competitive remuneration package designed to reward dedication and performance:

• Above‑average pension scheme with employer contributions up to 8.5% of salary.
• Private medical cover funded by arenaflex for employees, with optional family add‑on.
• 25 days of paid holiday, plus the flexibility to buy or sell days to suit personal needs.
• Four‑times basic salary life assurance cover, with the option to increase coverage.
• Flexible benefits catalogue allowing you to tailor perks such as childcare vouchers, travel cards, or wellness subscriptions.
• reputed company to a comprehensive learning platform (reputed company Learning) at no cost.
• Employee assistance programmes, including confidential counseling and financial advice services.

Additional Information & Requirements

• reputed company candidates must demonstrate a pre‑existing right to work and travel reputed company the UK; documentary evidence will be required.
• Offers are contingent upon satisfactory vetting, references, and occupational health checks.
• A Disclosure Barring Service (DBS) reputed company may be required depending on the nature of the role.
• arenaflex is an equal‑opportunity employer. We welcome applications from reputed company communities and are committed to providing reasonable adjustments throughout the recruitment process.

Join arenaflex – reputed company a reputed company Difference

If you are passionate about helping vulnerable individuals, reputed company in a bilingual environment, and want to be part of a reputed company‑thinking organisation that values both technology and humanity, we want to hear from you. Apply today and become a vital part of arenaflex’s mission to deliver swift, compassionate support to those who need it most.

Discover more about arenaflex and our impact at www.arenaflex.com.

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