Customer Advisor

6 months ago

Glasgow, United Kingdom Ministry of Justice Full time

Salary 1
- £22,940

Number of jobs available 1
- 10

Detail of reserve list 1
- 12 Months

Region 1
- Scotland

City/Town 1
- Glasgow

Building/Site 1
- CRIMINAL INJURIES COMPENSATION AUTHORITY GLASGOW (1), G2 8JQ

Grade 1
- AO

Organisation Grade for MoJ 1
- AO

Post Type 1
- Permanent

Working Pattern 1
- Full Time, Part Time, Flexible Working

Role Type 1
- Operational Delivery

Job description 1

**Customer Advisor**

We are recruiting for people to work in our Customer Support Team to help us deliver a sensitive, fair and efficient service.

The applicants you will help have suffered as a result of violence and you will need to be able to operate with sensitivity and compassion, whilst maintaining your own personal resilience whether speaking to people on the telephone or processing claims.

We employ around 300 people and are based in Glasgow city centre with excellent transport links. We are a small, engaged, productive workforce with a real sense of corporate community. We want to keep improving our services and the way we work to best serve the public, meet new challenges, deliver value for money and ensure CICA is a great place to work.

In April we will be re-locating to Buchanan Wharf, 10 Clyde Place, Glasgow, G5 8AQ.

**The Role**

**Key responsibilities**
- Handle and resolve customer issues and respond positively to customer feedback or instances of dissatisfaction
- Process, assess and decide on compensation claims through detailed investigation in accordance with guidance and give a full and clear explanation of any decision made, keeping the customer at the heart of everything we do
- Update and maintain relevant databases
- Liaise with internal colleagues and external stakeholders
- Record statistical information of work completed

**Selection Process**
The vacancy process involves 2 stages using Civil Service Success Profiles and will assess your Behaviours, Strengths and Experience.

**Stage 1**

You should read each of the Essential Criteria and think about a time or an example that can help demonstrate your knowledge/skills. You will have 250 words for each essential criteria.
Remember, this must be evidence based and your answers should be clear, concise and reflect what actions you undertook. You may want to use the STAR(R) approach to respond to each criterion. (Situation, Task, Action, Result, and Reflection)

**Essential Criteria**:

- Ability to communicate with empathy and humanity to a diverse range of customers delivering excellent customer service. Please tell us about a time when you had to adapt your communication approach to ensure understanding from an individual or audience.
- Ability to plan and organise your time to deliver a quality service to customers. Please tell us about a situation when you had to organise and manage your time effectively to complete a task or piece of work.
- Experience of assessing a range of information and guidance to support accurate decision making. Please tell us about a time when you had to give advice or explain a decision to an individual or group.
- ** Desirable criteria**:

- Customer service experience in a customer contact environment

**Stage 2**
- If you are invited to interview, we will assess you against these behaviours:
- Communicating and Influencing
- Managing a Quality Service
- Making Effective Decisions

During the panel interview, you will be asked behaviour-based questions to explore in detail what you are capable of and strength-based questions to explore what you enjoy and your motivations relevant to the job role.You may be asked to complete a short exercise following the interview to test your call handling and computer skills, details will be provided if you are selected for interview.
Interviews are expected to take place during March.

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

We offer flexible working 7am - 7pm, Monday to Friday. This role is offered on a full-time (37 hours per week) or part-time working pattern; however, we would ask that applicants make themselves available on a full-time, fixed hours basis (9am to 5pm) for the initial training period which takes up to 10 weeks, final details will be confirmed at interview. This is to ensure the best training and consolidation experience for our new Administrative Officers.

**Disability Confident**

**Reasonable Adjustments**

Tell us if you have a disability when you apply, and we can offer reasonable adjustments to help with the selection process.

The job holder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.

Additional Information 1

**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

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