Customer Service Advisor

1 week ago

Jarrow, United Kingdom Ministry of Justice Full time

**Customer Service Advisor - 54332**£20,965 - £21,488**Jarrow**:
**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 high-quality 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**:

- Strong 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
- Strong 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 focussed
- Enjoys working in a fast-paced environment
- Adaptable
- Able to solve problems quickly

**Assessment approach**:**Application Process**:
**Interview / assessment Process**:

- Managing a Quality Service
- Delivering at Pace
- Making Effective Decisions
- Seeing the Bigger Picture

In the event of a tie break, the Managing a Quality Service behaviour score will be used.

Interviews are planned for week commencing 28th March

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

**Additional Information**:
**Working Arrangements & Further Information**:
**Flexible working hours**:The Ministry of Justice offers a flexible working system in many offices.

**Benefits**:The MoJ offers a range of benefits:
**Annual Leave**:
Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.

**Pension**:The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.

**Training**:The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

**Networks**:The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with carin

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