Senior Customer Service Advisor

2 weeks ago

Bristol, United Kingdom Legal Aid Agency Full time

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

- 327043**Salary**:

- £27,223 - £28,613- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Executive Officer- EO**Contract type**:

- Permanent**Type of role**:

- Customer Insight
- Operational Delivery**Working pattern**:

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

- 2Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- This position is based at SOUTH TYNESIDE BERKELY WAY LAA JARROW, NE31 1SF, LAA 3 Glass Wharf, FLR 2, BS2 0PS, LAA Level 3, 23 Stephenson Street, Birmingham, B2 4BHAbout the job

**Job summary**:

- Please refer to Job Description**Job description**:
Grade: EO Salary range (depending on location):
National - £27,223 to £28,613

Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.

**Location**:
Birmingham, Bristol or South Tyneside
Directorate:
Case Management Team: Customer Service Team

**Working Pattern**:
The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely (as part of hybrid working), part time or as part of a job share etc.

**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.

**Customer Service Team**
This team is based across two of our sites in Birmingham, Bristol and South Tyneside, they are our front-line connection to Solicitors and the public on Civil Legal Aid. This team is essential in providing service to some of the most vulnerable members of the public either directly or through legal professionals.

**Job Summary**
To provide exceptional levels of customer service by answering incoming calls, dealing with customer correspondence, responding to customer complaints and complex queries. Providing support and feedback to colleagues to ensure quality standards are maintained and customer interactions result in appropriate solutions.

**Key Responsibilities**:

- Communicate effectively with all customers, including providers of Legal Aid (Solicitors & Advocates), members of the public and other stakeholders.
- Resolve an agreed percentage of queries at first point of contact.
- Manage own call time and after call work time effectively to ensure that these are within agreed tolerances.
- Provide a referral point for more complex calls / queries. Take personal ownership of all contact, ensuring successful resolution.
- Carry out quality control on calls and feedback the results to colleagues to enable improvements.
- Identify areas for improvement and set up necessary corrective action, including group training and development sessions.
- Take an active role in promoting consistency.
- Review, develop and improve guidance and processes. Make suggestions for best practice in all areas of work covered by the team.
- Identifying trends on errors, delays and duplication of effort and work to reduce the number of calls from providers through education.
- Deal effectively with a full range of customer complaints and capture customer feedback, using this feedback to improve what we do.
- Plan resources to deal with the expected level of calls and other work for the team and provide accurate statistical data.
- Take a leading role in meetings and champion collaborative working with a variety of teams.
- Ensure all data is processed accurately, securely and in accordance with LAA data security guidelines.

**Essential Knowledge, Experience and skills**
- Ability to communicate clearly and effectively using questioning and active listening to fully understand and provide a ‘right first time’ resolution to customer queries / calls.
- Effective organisation and prioritisation own workload including time taken on calls.
- Ability to handle difficult calls and callers whilst maintaining the expected standards.
- Work cooperatively with others to ensure adequate staffing on customer service telephone lines at all times.
- Ability to gather

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