Customer Service Advisor

7 months ago

Cardiff, United Kingdom Maritime and Coastguard Agency Full time

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

- 308534**Salary**:

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

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- MCA - 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**:

- 6Contents

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_**

The Maritime and Coastguard Agency (MCA) implements the government’s maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea.
- Safer lives. Safer Ships. Cleaner Seas._

Our vision is to be a world-leading organisation, accelerating the transition to sustainable shipping with non-negotiable safety standards. We put our people, our customers and our planet at the heart of everything we do.

**Job description**:
The UK Ship Register (UKSR) is part of the Maritime and Coastguard Agency (MCA) and works to promote the UK flag worldwide to Quality Owners with Quality Ships. Within the UKSR the Registry of Shipping & Seamen (RSS) in Cardiff is responsible for providing front line Customer Service and the issuing of Ships Registration and Seafarers Documentation.

As the Customer Service Advisor, it will be your responsibility to provide a first class, professional Customer Service to existing and potential UK Ship Register customers. Working as part of the team, you will deal with all customer enquiries, maintain accurate records, process customer and online activity in line with the requirements for Ship Registration and/or the issue of Seafarer documentation.

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.

This role is office based at the Registry of Shipping and Seaman in Cardiff. MCA supports flexible working and operates a hybrid working model between home and office for this role, giving you greater flexibility over where and when you work. Details of the arrangement will be discussed further with your line manager.

**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 pe

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