A2/AO Customer Service Agent

3 weeks ago

Edinburgh, United Kingdom UK Civil Service Full time

Job summary

The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.��

Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 10 active employee network groups available to join or become an ally, these include, Carers Network, Disability & Health, FACES Network Group, Grass Roots, LGBT+, Mind Matters, No Limits, Part Time Workers, The Shed, and Women�s Network Group.�

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.��

The Insolvency Service is a great place to work, learn and grow your career

The successful applicants will be part of a team that receives customers queries via telephone or email and is responsible for resolving these or referring more complex queries to other teams for further investigation. The team is also responsible for completing administration tasks that support the wider Insolvency Service.

Post holders will need to be flexible to accommodate the rapidly changing needs of the agency, along with having the ability to work independently or with colleagues.

We support the main purpose of the Insolvency Service, delivering economic confidence, supporting those in financial distress, tackling financial wrongdoing and maximising returns to creditors by:

Making statutory redundancy payments to employees of insolvent companiesManaging the Debt Relief Order process and administering the online bankruptcy application process and Breathing Space processIdentifying wrongdoing associated with Debt Relief Orders and redundancy payment applicationsProviding a first point of contact for all insolvency related telephone enquiriesProcessing distributions to creditors from PPI compensation paymentsProviding estate accounting and other business services to the Agency

Job description

This is an exciting new role within the Customer Service Team. As a customer service officer you will be first point of contact for the redundancy payments team and the Insolvency team.

You will Answer a broad spectrum of customer service enquiries (telephone & emails) for multiple business units and� provide excellent customer service both orally and in writing.

Responsibilities

Successful applicants will be required to:

Answer a broad spectrum of customer service enquiries (telephone & emails) for multiple business unitsProvide excellent customer service both orally and in writingProvide administrative assistance to various business units within BSD.Ensure all correspondence is dealt with in a timely mannerDeliver professional, prompt & efficient performance in line with processes and guidanceLearn and apply correct security protocolsUnderstand when queries cannot be answered at first point of contact and be able to accurately refer them to the appropriate business unit in accordance with the service level agreementLiaise with relevant professional and technical experts, to ensure that cases progress to their appropriate conclusion in a timely mannerMaintain accurate records and safeguard customer data in accordance with agreed policies and processesParticipate in continuous improvement, training, development, engagement, and change management activities

Person specification

Successful applicants will:

ideally possess a working knowledge of MS Word, Excel and Outlook and possess keyboard skills, or be prepared to learn these as they are essential for this rolehave the ability to quickly learn the use of business-related software packages and become familiar with databases and internet searches is required.

Essential criteria

To be successful in this role candidates must:

Have a minimum of two years� experience in a customer call-centre role dealing directly with customersBe willing to seek guidance and support whenever necessaryBe able to work collaboratively and as an effective and engaged member of the teamBe able to build effective and productive relationships with colleagues within the team, the wider office and in other areas of The Insolvency Service

Behaviours

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

Working TogetherDeveloping Self and OthersManaging a Quality Service

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

Developing Self and Others

Benefits

Alongside your salary of �22,183, Insolvency Service contributes �5,989 towards you being a member of the Civil Service Defined Benefit Pension scheme.

We want you have a good work-life balance and want to support you in all that you do, so we offer a great benefits package including:�

Flexible working arrangements and flexi-time.Full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after 5 years� service.�In addition to this you are entitled to 8 public/bank holidays plus an additional day of privilege leave.�Competitive maternity, paternity and parental leave.�5 days paid leave for learning and development5 days paid for volunteeringCycle to work schemeStaff have access to an employee assistance programme, Workplace Wellness, for confidential, independent support and advice during difficult times in either their professional or personal life.A Civil Service Pension with an average employer contribution of 27%

Your pension is a valuable part of your total reward package where the employer makes a significant contribution to the cost of your pension. Your contributions come out of your salary before any tax is taken. This means, if you pay tax, your take-home pay will not be reduced by the full amount of your contribution; and your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire. For more information, visit� ����

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