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Customer Support Officers

3 months ago

Durham, Durham, United Kingdom HM Land Registry Full time

Details:

Reference number:

Salary:

- £23,394
Job grade:

  • Administrative Officer
    Contract type:
  • Permanent
    Business area:
  • HMLR
  • Operations
  • Contact Centre
    Type of role:
  • Administration / Corporate Support
  • Contact Centre
  • Operational Delivery
    Working pattern:
  • Flexible working, Fulltime, Job share, Parttime
    Number of jobs available:
  • 10Contents
Location

About the job

Benefits:

Things you need to know

Location

  • Durham, North East England, DH1 5TRAbout the job

Job summary:


It's an exciting time to join us, as HM Land Registry (HMLR) is committed to becoming the world's leading land registry for speed, simplicity, and an open approach to data, and aiming to achieve comprehensive registration by 2030.

Our Durham office is set in leafy grounds but located close to the busy centre of historic Durham.

The city's medieval cathedral and castle are a designated World Heritage Site, with the latter home to one of the country's most prestigious universities.

The railway station is on the main line to Newcastle, Edinburgh and London and the A1(M) passes close by.

Job description:

About the role:


In this vital customer-facing role, you will work in a fast-paced environment where your primary role will be to manage customer telephone calls efficiently, providing accurate, impartial information in line with the advisory policy.

You will deal with a range of land registration enquiries and provide information to customers quickly and clearly, taking calls from all sectors of our community.

You will also maximise the number of calls you can respond to, using the most efficient and effective call handling techniques.

You will actively encourage customers to self-serve, reduce rework, promote, and drive the use of new products and services and strive to achieve all customer related KPIs and targets.

As this is an entry-level opportunity, you will receive fantastic training to make you an expert in your field. There will be opportunities to undertake various offline tasks as part of the role.

If you want to progress, there are plenty of opportunities to take on extra work and responsibility and room to grow and move up through the organisation.


Our Customer Support Centre is open from 8.00am until 17.00pm, Monday to Friday, however sometimes calls need answering until 18:00pm.

Customer Support Centre (CSC) staff are on flexible working patterns and all team members are expected to play their part in ensuring that there is sufficient cover available to take the forecasted volume of calls throughout the opening hours.

CSC staff are required to schedule working hours in advance to ensure sufficient cover is in place.


Please note that the working hours are Full time, 37 hours a week or part-time minimum of 30 hours a week over 4 or 5 days.

If requesting a 4-day working pattern the available days to request as a non-working day are Tuesday, Wednesday, Thursday or Friday.

You will be required to work full time during the initial training period of 14 weeks in the Durham office.


Person specification:

About you:


You can demonstrate effective verbal and written communication skills, with a reasonable level of fluency in English and always put the customer first.

You will also be a strong team player and have an approachable persona. You will be a self-starter with great organisational and time management skills and a working knowledge of Microsoft software. With a great eye for detail, you will be able to spot mistakes where others don't. You can make sound judgements, providing clear advice in challenging or sensitive situations.

Qualifications and experience are not essential for this role; however, a Customer Service qualification or relevant experience is desirable.


This is a job with responsibility, so you will need to rise to the challenge, taking ownership of the work you do and the results you achieve.


Behaviours:

We'll assess you against these behaviours during the selection process:

  • Communicating and Influencing
  • Managing a Quality Service
  • Working Together
  • Making Effective Decisions

Benefits:

WeAreHMLR


At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future.

We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people.

They are the foundation of all we have achieved and all we aspire to in the future.

We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.


We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working.

We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.
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We have integrity - we value honesty, trust and doing the right t