JSA Refused...and I'm confused!!! Help please

dugdale_2

BeenieCat wrote: »

Oh come off it. If i work on a reception in a hotel, which i have, and someone comes to me kicking off saying their bedroom isn't up to scratch or their food in the restaurant was slow - i take the flack - i apologise and correct the problem. - i don't sit there kicking off saying it's not my fault!! That is because i am being paid to represent the company i work for, and try to resolve any problems that may arise.

Or are you saying because you work in the public sector you shouldn't have to expect to take the blame for others' mistakes? :rolleyes:

So who exactly should Joe Public be reporting to when they're being messed around and pushed from pillar to post? I'm pretty sure we speak to the customer facing representatives - i.e JC staff.

Oh come off it BeenieCat,
If you ordered a TV set off an internet company and after it was delivered by UPS you found that the TV set was not the one that you ordered even though the box it came in had your contact details on it. Would you complain to UPS or the company that you ordered the TV from?

BeenieCat

dugdale wrote: »

Oh come off it BeenieCat,
If you ordered a TV set off an internet company and after it was delivered by UPS you found that the TV set was not the one that you ordered even though the box it came in had your contact details on it. Would you complain to UPS or the company that you ordered the TV from?

That's entirely and explicitly NOT the same thing.

This "contact centre" are not customer contactable, they work behind the scenes processing claims, while the JC staff (on the phones and otherwise) are there to answer queries to do with said claims.

Just like if you ring ANY large company there are people employed to deal with complaints and queries. If your hotel receptionist shrugged at you saying they didn't take your reservation so it's not their problem that you got put in a smoking room so won't do anything about it, would you just accept that?

dugdale_2

BeenieCat wrote: »

That's entirely and explicitly NOT the same thing.

This "contact centre" are not customer contactable, they work behind the scenes processing claims, while the JC staff (on the phones and otherwise) are there to answer queries to do with said claims.

Just like if you ring ANY large company there are people employed to deal with complaints and queries. If your hotel receptionist shrugged at you saying they didn't take your reservation so it's not their problem that you got put in a smoking room so won't do anything about it, would you just accept that?

Yes they ARE the same thing

The contact centre are contactable - that's why they're called the contact centre.

The Jobcentre staff are not there to answer queries to do with said claims - they are there to ensure that the customer is available for work, actively seeking work and capable of work i.e. meet the criteria required to receive jobseekers allowance.
They also assist with job searches in addition to signposting customers to external providers.

Have you not read what other posters have written

(excuse capitals)
THE JOBCENTRE STAFF ARE UNABLE TO ALTER THE INFORMATION THAT THE CONTACT CENTRE HAVE USED TO BUILD THE CUSTOMERS CLAIM.

busy_mom_2

dugdale wrote: »

Yes they ARE the same thing

The contact centre are contactable - that's why they're called the contact centre.

The Jobcentre staff are not there to answer queries to do with said claims - they are there to ensure that the customer is available for work, actively seeking work and capable of work i.e. meet the criteria required to receive jobseekers allowance.
They also assist with job searches in addition to signposting customers to external providers.

Have you not read what other posters have written

(excuse capitals)
THE JOBCENTRE STAFF ARE UNABLE TO ALTER THE INFORMATION THAT THE CONTACT CENTRE HAVE USED TO BUILD THE CUSTOMERS CLAIM.

Think we are wasting our time. And people wonder why jobcentre staff get frustrated.:p

BeenieCat

When i ring the JobCentre for problems with a claim, i'm ALWAYS speaking to someone who works in the local office.

I suggest you read this thread from the start, as this whole stupid debate started because someone got shirty at OP for reserring to some JC staff on the phone as an airhead.

Then some staff member comes on and posts saying they are hard done by cos people keep complaining to them about their claims being wrong.

So if that many people refer to the JC staff as a collective, then what does it matter whose fault it is?? I don't give a monkeys if the person i spoke to on the phone didn't deal with my claim - they answered the ENQUIRY LINE so i fully expect them to sort out my ENQUIRY. :rolleyes:

busy_mom_2

BeenieCat wrote: »

When i ring the JobCentre for problems with a claim, i'm ALWAYS speaking to someone who works in the local office.

I suggest you read this thread from the start, as this whole stupid debate started because someone got shirty at OP for reserring to some JC staff on the phone as an airhead.

Then some staff member comes on and posts saying they are hard done by cos people keep complaining to them about their claims being wrong.

So if that many people refer to the JC staff as a collective, then what does it matter whose fault it is?? I don't give a monkeys if the person i spoke to on the phone didn't deal with my claim - they answered the ENQUIRY LINE so i fully expect them to sort out my ENQUIRY. :rolleyes:

There is a difference between answering a query by reading info from a screen and having the access to change what thay screen says.:mad:
You probably arn't even ringing a jobcentre but the benfit enquiry line.
The information we have is read only. What part of the process do you find so hard to understand?
Would you feel hard done to if you were getting the blame constantly for a mistake that you have nothing to do with and you are not able to change?

BeenieCat

busy_mom wrote: »

Would you feel hard done to if you were getting the blame constantly for a mistake that you have nothing to do with and you are not able to change?

Not really, since it's part of my job and i'm being PAID to deal with such questions :rolleyes:

dugdale_2

I agree with you busy mom, it looks as if we're wasting our time.
I think I'll leave this thread now as I'm wasting my time trying to explain the situation.
I do however have two last things to say
1) I hope that the OPs situation is resolved quickly
2) I'd like to nominate BeenieCats post at 9:25pm for a post of the year award, I'm still chuckling now at the phrase
"This "contact centre" are not customer contactable"

with that I wish you all good night

BeenieCat

dugdale wrote: »

I agree with you busy mom, it looks as if we're wasting our time.
I think I'll leave this thread now as I'm wasting my time trying to explain the situation.
I do however have two last things to say
1) I hope that the OPs situation is resolved quickly
2) I'd like to nominate BeenieCats post at 9:25pm for a post of the year award, I'm still chuckling now at the phrase
"This "contact centre" are not customer contactable"

with that I wish you all good night

Okay so if you say the people who process the claims, decision makers and so on, spend all day also taking calls relating to the claims they have processed, why does the staff member on here say differently.

Okay so i worded it wrong in an earlier post, but as i said, the people i've ever spoken to do not process claims, they contact the people who have on your behalf who then get someone to call you back

busy_mom_2

BeenieCat wrote: »

Not really, since it's part of my job and i'm being PAID to deal with such questions :rolleyes:

What part do you honestly find so hard to understand, I am a team leader my staff and I are paid to ensure jobseekers are actively employment and satisfiying the rules and regulations of claiming JSA. We refer them to provision and take appropriate action when they do not fulfill the regulations of claiming JSA. We set up a jobseekers agreement for a new person claiming jsa, not process it.
This is it, nowhere in my job description or job objectives that are set every year does it say we answer queries on benefit neither do we process benefits.

End of. :j

Get it now:rolleyes: