Customer Service Advisor

3 weeks ago


Cardiff, United Kingdom Maritime and Coastguard Agency Full time

**Details**:
**Reference number**:

- 246451**Salary**:

- £22,497- Plus £1,000 shift working allowance.**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- UK Maritime Services**Type of role**:

- Administration / Corporate Support
- Contact Centre
- Operational Delivery**Working pattern**:

- Flexible working, Full-time, Job share, Part-time**Number of jobs available**:

- 5Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- CardiffAbout the job

**Job summary**:
***

Are you an organised individual who enjoys working in a fast-paced, contact centre environment?
- Are you an excellent communicator who prides themselves on delivering an accurate, first-class customer service?
- If you are, we are looking for a dedicated Customer Service Advisor to join our team at the Maritime and Coastguard Agency, and we’d love to hear from you.**Job description**:
The UK Ship Register (UKSR) works to promote the UK flag worldwide ensuring safer lives, safer ships, cleaner seas. The Registry of Shipping and Seamaen within UKSR provides front line customer service and is responsible for coordinating and issuing ship registration and related documentation required to operate and sail under the UK flag.

This is an exciting opportunity to join our team as a Customer Service Advisor where you will provide a first class, professional Customer Service to existing and potential UK Ship Register customers.

**Responsibilities**

Your responsibilities include but are not limited to:

- Answering customer queries via telephone and providing accurate information in a polite and professional manner.
- Proactively managing all customer queries in line with Regulations, delivering first-call resolution where possible.
- Respond to customers via written and electronic correspondence by ensuring all UK Ship Register documentation is correct and complies with relevant Regulations.
- Ensure all customer and vessel details are accurately recorded on the Digital UKSR system and other MCA databases used.
- Provide a registration process which is delivered within agreed service levels, dealing with all customer enquiries and issues as they arise.
- Achieve a level of personal performance which meets required key performance indicators and volume targets and contributes to the success of the team.
- Process all customer payments ensuring all action taken is GDPR compliant.

For more information about the role please see the attached Role Profile.
- The Registry of Shipping and Seaman is open 7 days a week including some Bank Holidays.
- This role will participate in a rota across a number of shifts and there is a requirement to work a minimum of 1 in 5 weekends (Saturday and Sunday).
- Opening hours are:

- 7.30am - 6.00pm Monday - Friday
- 9.00am - 4.00pm Saturday & Sunday
- The Registry of Shipping and Seaman will be closed on the following days: New Year’s Day, Good Friday, Easter Sunday, Christmas Day, Boxing Day.**Person specification**:
**About you**

We are looking for someone who can bring proven experience of working in a fast-paced, service-led, high volume, customer-facing Contact Centre environment. With a passion for providing exceptional service to your customers, you have excellent written and verbal communication skills, including a professional telephone manner, and the ability to understand your customer’s needs and to provide workable solutions to problems.
- You have an eye for detail and produce work quickly, which is accurate and to a high standard and are confident using online systems to record information including taking notes of customer calls. You work well as part of a team as well as under your own initiative, taking responsibility for your own performance to ensure you deliver against agreed KPIs and objectives.**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Managing a Quality Service
- Working Together
- Delivering at Pace
- Changing and Improving
- Communicating and Influencing

**Benefits**:

- Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.
- Find out what it's like to work at the Maritime and Coastguard Agency**Allowances**

£1,000 shift working allowanceThings you need to know

**Selection process details**:

- This vacancy is using Success Profiles, and will assess your Behaviours and Experience.- Experience of working in a fast paced, serviced-led, customer-facing Contact Centre environment.
- Effective communication skills with experience of dealing with customers over the phone.
- Experience of delivering to set KPIs and objectives.
- Experience of keeping accurate records and working with online systems.

The sift is due to take place on 14th & 15th November 20



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