A2/ao Customer Service Agent

4 weeks ago

Leeds, United Kingdom Insolvency Service Full time

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

- 353471**Salary**:

- £22,183 - £22,183- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Administrative Officer- A2**Contract type**:

- Permanent**Business area**:

- Insolvency - Business Services Division**Type of role**:

- 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
- Edinburgh and Leeds onlyAbout the job

**Job summary**:
The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.

The Insolvency Service is a great place to work, learn and grow your career

Post holders will need to be flexible to accommodate the rapidly changing needs of the agency, along with having the ability to work independently or with colleagues.

We support the main purpose of the Insolvency Service, delivering economic confidence, supporting those in financial distress, tackling financial wrongdoing and maximising returns to creditors by:

- Making statutory redundancy payments to employees of insolvent companies
- Providing a first point of contact for all insolvency related telephone enquiries
- Processing distributions to creditors from PPI compensation payments
- Providing estate accounting and other business services to the Agency

**Job description**:
This is an exciting new role within the Customer Service Team. As a customer service officer you will be first point of contact for the redundancy payments team and the Insolvency team.

**Responsibilities**

Successful applicants will be required to:

- Provide excellent customer service both orally and in writing
- Provide administrative assistance to various business units within BSD.
- Ensure all correspondence is dealt with in a timely manner
- Deliver professional, prompt & efficient performance in line with processes and guidance
- Understand when queries cannot be answered at first point of contact and be able to accurately refer them to the appropriate business unit in accordance with the service level agreement
- Liaise with relevant professional and technical experts, to ensure that cases progress to their appropriate conclusion in a timely manner
- Maintain accurate records and safeguard customer data in accordance with agreed policies and processes
- Participate in continuous improvement, training, development, engagement, and change management activities

**Person specification**:
Successful applicants will:

- ideally possess a working knowledge of MS Word, Excel and Outlook and possess keyboard skills, or be prepared to learn these as they are essential for this role
- have the ability to quickly learn the use of business-related software packages and become familiar with databases and internet searches is required.

**Essential criteria**
- Have a minimum of two years’ experience in a customer call-centre role dealing directly with customers
- Be willing to seek guidance and support whenever necessary
- Be able to work collaboratively and as an effective and engaged member of the team
- Be able to build effective and productive relationships with colleagues within the team, the wider office and in other areas of The Insolvency Service

**Behaviours**:
We'll assess you against these behaviours during the selection process:

- Working Together
- Developing Self and Others
- Managing a Quality Service
- Developing Self and Others

**Benefits**:

- Alongside your salary of £22,183, Insolvency Service contributes £5,989 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.We want you have a good work-life balance and want to support you in all that you do, so we offer a great benefits package including:

- Flexible working arrangements and flexi-time.
- Full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after 5 years’ service.
- In addition to this you are entitled to 8 public/bank holidays plus an additional day of privilege leave.
- Competitive maternity, paternity and parental leave.
- 5 days paid leave for learning and development
- 5 day

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