Customer Services Officer

1 week ago

Bootle, United Kingdom Health and Safety Executive Full time

Job summary

We contribute to the Health and Safety Executive (HSE) strategy - Protecting people and places across England, Scotland and Wales. Our contribution is to protect people at work, members of the public, employees, employers and residents who are impacted by a work-activity and by ensuring risks are properly managed.�

The team is a front-facing, high volume, fast-paced, operational, front-line team. In 2023/24 the team received 52k new workplace health and safety concerns (report a health and safety problem), and advice requests.� In our efforts to continuously improve, we seek to adopt the digital approach as opportunities arise.

We are looking for motivated and dedicated customer focused people to join the team to play an important role in ensuring that HSE provides a professional response to Health and Safety Concerns, Advice requests and Building Safety enquiries within strict deadlines.

Part time working hours are available for this role. We can accept part time applicants who can commit to working a minimum of 22 hours Per week.�

Job description

You will be working on behalf of Customer Services in a contact centre, as a call handler. Your main responsibility is to answer calls in a professional manner; direct customers to the HSE website and/or complete online forms on behalf of customers, redirect customers if it is not a matter for HSE to deal with and point customers to relevant health and safety information.

Telephone calls are varied and unpredictable in nature. Calls are received from members of the public, businesses, employees, employers, TU Reps, Local Authorities, and others. Calls range from reporting a fatal accident to dealing with a member of the public who requires advice and everything in-between. You will need to be empathic in your approach.

As a customer service officer, you will also deal with switchboard calls for named contacts within HSE and you will also undertake administrative support duties.

You will work collaboratively with internal and external customers to obtain accurate and relevant information. You will ensure that responses are professional, accurate and timely.

Key Responsibilities;

Answer monitored telephone calls in a professional manner, asking open questions to establish facts.Need to show empathy and compassion.Be expected to develop a good understanding of the Enforcing Authority Regulations (training will be provided) to identify if the matter is enforced by HSE or another organisation.Set up companies and cases on corporate systems.Monitor and respond to emails, including sending links from our website to relevant customers; andDeal with post, scanning letters, and redirecting post to other parts of the organisation.

We invest in our people and look to develop an academy of talent. In the last four years thirty-four of our customer services family have been promoted within the civil service. If�you want your civil service journey to begin in our great team, we look forward to receiving your application.

Person specification

We are looking for motivated and talented individuals with the commitment to learn about new areas of work and responsibility, and to build on existing customer focused skills.

Essential Skills & Criteria;

Experience of working in a front-line delivery role.Excellent written and verbal communication skills to convey information concisely.Proficient IT skills to allow for accurate and timely recording of information.Ability to log and record information appropriately in the correct systems.Excellent organisational and time management skills.Analytical skills to digest and interpret information from a range of sources.Ability to use your own initiative, intuition, and communication skills.Ability to seek out new and improved ways of working, make suggestions to colleagues and managers and always strive to do deliver to high standards.

As per HSE�s Hybrid Working Policy, you will be required to attend the HSE Bootle office a minimum of 2 days per week. During training you will be required more often.

Behaviours

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

Communicating and InfluencingDelivering at Pace

We only ask for evidence of these behaviours on your application form:

Communicating and Influencing

Benefits

Alongside your salary of �26,455, Health and Safety Executive contributes �7,664 towards you being a member of the Civil Service Defined Benefit Pension scheme. Learning and development tailored to your roleAn environment with flexible working optionsA culture encouraging inclusion and diversity

We invest in our people with; ��

Competitive rates of pay�Access to the highly competitive Civil Service Pension Scheme to which HSE contribute ,�far more than in the private sectorFamily friendly policies and working hours to help balance your home life and careerCarer friendly policies to help create a supportive working culture25 days annual holiday increasing to 30 days after 5 years' service, plus bank holidays and 1-day Civil Service privilege leaveParental leave benefitsAs a member of HSE you will gain access to a wide range of fantastic benefits that you can take advantage of such as the Cycle to Work Scheme, E-Gift Cards and Vouchers via our partner EdenRed.

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