Customer Service Advisor in Liverpool

1 week ago

Bootle Liverpool, United Kingdom Charity Commission Full time

Apply before 11:55 pm on Sunday 30th June 2024

Location: Bootle, North West England, L20 7HS

About the job

Job summary

Are you a great listener, who can quickly understand and resolve queries over the phone?

Do you have experience in and passion for providing great customer service?

Can you confidently explain challenging concepts without using jargon?

As a Customer Services Advisor you will be the first point of contact for charity trustees, professional advisors and other stakeholders including members of the public. You will provide advice and guidance to support charities by telephone, email and letter. You will help customers who raise concerns about charities, guiding them through our processes and managing their expectations.

Our Contact Centre operates 9am – 5pm, Monday to Friday, and you will work in a fast-paced, customer-focussed environment where high standards of verbal and written communication are essential. You will work to agreed service levels and operational standards, be confident working in a digital environment and be comfortable working independently within a wider team.

You will need to develop a solid understanding of work across the Commission, as well as sound technical knowledge, to be able to address a wide variety of customer queries, troubleshoot customer problems and take ownership to resolve queries. You will take pride in providing high quality advice and be able to adjust your approach to suit the audience you are interacting with. You will also demonstrate empathy and emotional intelligence with a focus on seeking a resolution on first contact wherever possible to prevent further escalation.

Job description

Key Responsibilities:

  • Respond to customers, providing advice and answering queries about the Commission's online services, guidance, and website in the most efficient manner, by telephone or in writing. You will work within target timeframes and adhere to established business processes or guidance.
  • Offer support across both the contact centre and the correspondence teams to answer enquiries and provide clarification about guidance and trustee responsibilities, in line with demand.
  • Ensure that charities comply with their legal responsibilities to file annual returns and accounts, providing advice on what is required and assisting with accessing and navigating our online services.
  • You will take decisions to resolve customer issues, using persuasion and negotiation to select a course of action. You will use your initiative, analytical skills and judgement to solve problems whenever possible and escalate to senior colleagues in complex or contentious cases after considering potential options.
  • Explain complex information in a way that all customers can understand, adapting your style and tone to suit different audiences. You will demonstrate empathy and emotional intelligence to deliver excellent customer service, de-escalating challenging situations and providing effective solutions.

Person specification

Ability

  • Excellent verbal and written communication skills.
  • Friendly, patient, empathetic and resilient with a can-do attitude.
  • The ability to persuade and negotiate with customers and stakeholders.

Experience

  • Handle high volumes of tasks or calls in an environment where there are competing priorities and demands.
  • Resolve complex customer queries and/or complaints with empathy and emotional intelligence.
  • Using multiple computer systems to create/update and maintain customer records accurately.

Technical

  • Research and interpret guidance or legislation to respond to customers queries.
  • Handle data and information sensitively in accordance with the business procedures and/or law.
  • Working knowledge of Microsoft Office applications.

Behaviours

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

  • Communicating and Influencing
  • Working Together
  • Making Effective Decisions

Benefits

Alongside your salary of £28,624, Charity Commission contributes £7,728 towards you being a member of the Civil Service Defined Benefit Pension scheme.

This is your chance to make a contribution that really matters and to make an impact in an organisation where your voice will be heard and your hard work noticed.

We operate a flexible hybrid working policy where office attendance is combined with homeworking days dependent on role and corporate requirements.

We recognise everyone as an individual, accepting people for who they are and treating everyone fairly. We welcome the unique contribution diverse applicants bring from all backgrounds and we aim to have a workforce that represents the wider society that we serve. We champion inclusion and wellbeing, aiming to create a workplace where everyone feels valued and has a sense of belonging.

We do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.

We offer access to the highly competitive Civil Service Pension Scheme (employer contributions of 27.1%), far more than in the private sector, and a flexible, family-friendly environment. Additionally, you can look forward to other great benefits via our 'Perkbox' and 'Edenred' schemes. These include everything from an interest-free season ticket loan and bicycle loan (after two months) to discounts on gym membership, cinema tickets and restaurants. Please see the attached Charity Commission benefits document.

A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30 days per year.

Interview Arrangements

Interviews will be taking place on MS Teams.

The sift is due to take place on 04/07/2024.

Interviews will be held on 15th, 16th, 17th and 18th July 2024.

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