Customer Service Advisor

2 weeks ago


Jarrow, South Tyneside, United Kingdom Ministry of Justice Full time

Customer Service Advisor

£21,775

Jarrow

:

Job Title

:

Customer Service Advisor

Contract Type

:

Permanent

Grade

:

AO

Salary

:

National:
£21,775


Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.


Location

:

South Tyneside

Directorate

:

Case Management

Team

:

Civil Customer Service Team

Working Pattern

:

The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely, part time or as part of a job share etc.


Reporting to

:

Team Manager and Team Supervisor

The Legal Aid Agency
We are an executive agency of the Ministry of Justice (MoJ).

We provide civil and criminal legal aid and advice in England and Wales to help people deal with their legal problems.

Our people are at the heart of achieving excellence.

Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service.


Our LAA commitment to Diversity and Inclusion
The LAA is committed to diversity and inclusion and we positively promote flexible working, including job shares.

Case Management

:


The Case Management department is the delivery function of the Legal Aid Agency and our staff ensure that each year 600,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid.

With over 800 staff based across 11 sites we deliver services for those facing both criminal and civil legal problems.


Civil Customer Service Team

:

Job Summary

:


Role holders will be responsible for providing exceptional levels of customer service by answering incoming calls, dealing with queries and providing first time resolution.

They will be expected to seek to continuously improve customer knowledge and internal processes to reduce failure demand.

Key Responsibilities:

  • Receive inbound calls from providers of legal aid, members of the public and other customers with regards to Legal Aid establish a highquality working relationship with a variety of customers and take personal ownership of problems, ensuring successful resolution
  • Work to reduce the number of incoming calls by educating providers regarding their submissions
  • Document all calls accurately using appropriate methods. standards consistently in order to meet personal productivity and quality targets.
  • Communicate clearly and effectively with all callers
  • Work cooperatively and flexibly to ensure adequate staffing of customer service telephone lines at all times
  • Recognise and manage assertive customer calls, referring to a Senior Customer Services Advisor where necessary
  • Organise and prioritise own workload including length of call handling
  • Ensure colleagues working in all areas of the organisation are kept informed of feedback from customers, actively promoting continuous improvement

Essential Knowledge, Experience and skills

  • Effective communication skills both written and verbal dealing with both external and internal stakeholders
  • Excellent customer service skills including handling complex situations and dealing with uncertainty
  • Effective analytical and numerical skills
  • Ability to work with mínimal supervision and as part of a team

Desirable Knowledge, Experience and skills

  • Knowledge of Legal Aid
  • Previous experience of working in a telephony environment

Person Specification

  • Customer focused
  • Enjoys working in a fastpaced environment
  • Adaptable
  • Able to solve problems quickly

Assessment approach

:

Application Process

:

  • Interview / assessment Process
  • Strengths relevant to the role
  • The following Behaviours:
  • Managing a Quality Service
  • Delivering at Pace
  • In the event of a tie break, the Managing a Quality Service behaviour score will be used.
  • Civil Service Behaviour definitions:

Managing a Quality Service - Gain a clear understanding of customers' needs and expectations. Plan, organise and manage your own time to deliver a high quality service which gives taxpayers a good return for their money. Act to prevent problems by identifying issues, reporting them and providing solutions. Keep customers and all colleagues up to date with progress. Show customers where to access relevant information and support that will help them to use services more effectively.

Interviews will take place regularly throughout the three-month period the advert is live. You will be provided with at least a week's notice if offered an interview.

:

Complaints procedure

:


If you are dissatisfied with our response, we will forward your complaint to the Civil Service Commission, an independent body, for review.


Salary

:

21775

Additional Information

:

Working Arrangements & Further Information

:

Flexible working hours

:

The Ministry

  • Jarrow, South Tyneside, United Kingdom MB Group Full time

    Our client has an exciting opportunity for a Customer Service Advisor/ Bookings Advisor to join their Customer Operations Team in Jarrow on a Full-Time basis.As the Customer Service Advisor, you will be responsible for the end-to-end customer experience for fleet customers and suppliers, ensuring that their experience is efficient, timely and professional in...


  • Jarrow, South Tyneside, United Kingdom Service Care Solutions Ltd Full time

    Job Title - Customer Feedback Officer Location - South shields NE34 Contract - Temp Hours - 37 The Role Summary Our client is currently seeking a skilled and experienced Customer Feedback Officer to join their repairs and maintenance team.As a Customer Feedback Officer, you will be responsible for answering customer queries, feedback, and...


  • Jarrow, South Tyneside, United Kingdom Zenith People Full time

    This is an excellent opportunity to join a highly successful global manufacturing company based in Jarrow who are currently expanding. They have an excellent reputation for wellbeing of their staff including ample opportunities for training and progression. The business is currently seeking a number of Customer Service Executives to join their established...


  • Jarrow, South Tyneside, United Kingdom Zenith People LTD Full time

    This is an excellent opportunity to join a highly successful global manufacturing company based in South Tyneside who are currently expanding. They have an excellent reputation for wellbeing of their staff including ample opportunities for training and progression.The business is looking for driven and talented individual with a background in customer...

  • Site Manager

    2 weeks ago


    Jarrow, South Tyneside, United Kingdom Jackson Hogg Ltd Full time

    Location: Jarrow Role Overview Jackson Hogg are assisting a filtration company in the search for a Site Manager in Jarrow. The successful candidate would be working alongside the Technical Director and Principal Engineer. You will be responsible for managing and delivering on-site services to an industrial customer base, focused on filtration...

  • Sales Administrator

    2 weeks ago


    Jarrow, South Tyneside, United Kingdom Connectment Full time

    Job Title: Customer Service/Sales AdministratorLocation: Bede Industrial Estate, Jarrow, Tyne and WearWages: £10 per hourContracted Hours of Work are 37.5 per week with a daily 1⁄2 hour lunch.Monday to Thursday 09:00 - 17:00Friday 08:30 - 16:30A leading manufactuer in Jarrow are looking for an experienced Sales Administrator to join their growing...


  • Jarrow, South Tyneside, United Kingdom Citi and Sales Partners Group Full time

    We are seeking a highly motivated and enthusiastic individual to join our team as a Sport-Minded Sales Trainee. In this role, you will receive comprehensive training and development to become a successful sales professional within our organization. You will have the opportunity to learn about our products and services, develop your sales skills, and...

  • Optometrist

    2 weeks ago


    Jarrow, South Tyneside, United Kingdom Zest Business Group Full time

    Opticians vacancies and Optical Practice Manager jobs based in North Shields, Tyne & Wear. An expanding group of independent Opticians based in the North East are looking for a full time Opticians Practice Manager for their well established practice in North Shields, working Monday to Friday Opticians Practice Manager - Role Family oriented independent...


  • Jarrow, South Tyneside, United Kingdom Essentra Full time

    Job DescriptionThis is a hybrid role with expectation of working in either our Jarrow or Kidlington office 2-3 days per week.Essentra's Global Technology Team's vision is to create an amazing customer and employee experience, built on a modern, secure infrastructure, effective workspace tools and highly engaged, customer-focused support. We are a customer...


  • Jarrow, South Tyneside, United Kingdom VESPA ITALIAN BAR & STEAKHOUSE Full time

    We are looking to expand our fantastic teamWe have a full time and part time positions available. Must be available to work Friday - Sunday and bank holidays.Ultimately, you should be able to ensure customer satisfaction and augment our establishment's reputation.Responsibilities: Show customers to their seats and present our variety of menu options Advise...

  • Waiting Staff

    2 weeks ago


    Jarrow, South Tyneside, United Kingdom Vespa Italian Bar and Steakhouse Full time

    We are looking for professional Wait Staff to serve meals and drinks to the patrons of our business.Ultimately, you should be able to ensure customer satisfaction and augment our establishment's reputation.Responsibilities: Show customers to their seats and present our variety of menu options Advise on the best food and drink choices for each customer and...

  • Part-time Barista

    2 weeks ago


    Jarrow, South Tyneside, United Kingdom Hive Coffee Company Full time

    WE ARE HIRINGPart-time Barista/ Front of house team member/ Coffee shop assistant20-32 hrs (3- 4 shifts) must be flexible to work both weekdays & weekends.We are looking for a new front of house team member with barista experience working in a fast-paced environment, that prides themselves on great customer service.A huge part of the role is customer service...


  • Jarrow, South Tyneside, United Kingdom Ramsdens Financial Ltd Full time

    About the companyRamsdens is a trusted and expanding multi-service retailer offering Travel Money, Jewellery and Loan Services; we have over 160 High Street stores in England, Scotland and Wales. We are looking to recruit a Part Time Temporary Branch Assistant working in our Jarrow branch. Competitive market rates of pay Monthly pay Bonus Scheme 28 days...


  • Jarrow, South Tyneside, United Kingdom CEMEX Full time

    Working as part of a team in processing of sand and gravel. You will be responsible for maintaining a strong Health and Safety and Environmental Culture. Responsible for the Health and Safety of yourself, others and visitors to the site. Able to work in a team environment including selfdiscipline. Main Duties will be operation of Site Mobile Plant...

  • Housekeeper

    2 weeks ago


    Jarrow, South Tyneside, United Kingdom Anchor Trust Full time

    Hours: 16 per weekReporting into the Location Manager responsibilities will include:Ensuring that the location is clean, pleasant and safe for customers in either their home environment or communal areas. Ensuring that cleaning products are used effectively, with instructions and health and safety procedures being followed at all times.Required knowledge &...


  • Jarrow, South Tyneside, United Kingdom All Temps Recruitment Ltd Full time

    Job descriptionWe are looking for an Equipment Delivery Officer to assist the Community Equipment Team in South Tyneside area.As an Equipment Officer, you will support the business in delivering and demonstrating pieces of equipment to assessed customers, as well as assisting to carry out repairs when necessary and collect equipment when it is no longer...

  • Sales Assistant

    2 weeks ago


    Jarrow, South Tyneside, United Kingdom Salvation Army Trading Co. Ltd. Full time

    Do you want to work for a company, that passionately cares about its colleagues, stakeholders and the planet?: Do you want to work for a company that is different, exciting, innovative and extremely successful within the charity retail market?:- Would you like to have some amazing benefits such as a company bonus, fantastic pension scheme and a starting...

  • Business Planning

    2 weeks ago


    Jarrow, South Tyneside, United Kingdom Essentra Full time

    This is a hybrid role with expectation of working in either our Jarrow or Kidlington office 2-3 days per week. We are a customer focussed, technology and data driven business and recognise the key role outstanding technology professionals play in helping us achieve our goal. The strategic goals of the Director of IT Operations and Infrastructure will be to...


  • Jarrow, South Tyneside, United Kingdom Essentra Full time

    Director of IT Operations and Infrastructure at Essentra plcThis is a hybrid role with expectation of working in either our Jarrow or Kidlington office 2-3 days per week.We are a customer-focused, technology, and data-driven business that values the contribution of outstanding technology professionals in achieving our goals.The strategic goals of the...

  • Retail Merchandiser

    2 weeks ago


    Jarrow, South Tyneside, United Kingdom Castleview Group Full time

    Job Title: Retail MerchandiseCompany: Well-established companyJoin a team of Retail Merchandisers for our client! They are looking for candidates eager to learn and grow within their career.Duties: Read planograms and line drawings Replenish stock and face areas Profile shelving Provide general store support, including cleaning tasks Collaborate effectively...