Customer Service Advisor

4 days ago

Newport, United Kingdom Crown Commercial Service Full time

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

- 273407**Salary**:

- £20,741 - £22,382**Job grade**:

- Administrative Officer**Contract type**:

- Fixed Term**Length of employment**:

- 12 months**Type of role**:

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

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

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Birmingham, Liverpool, Newport (Pembrokeshire), NorwichAbout the job

**Job summary**:
The CCS Customer Service Centre (CSC) is at the forefront of supporting customers in ensuring they understand our services and can access them easily. Our CSC team provides an excellent service to customers with 93% of enquiries dealt with at the first point of contact and a net promoter score of +48. Now, as a result of our growth plans, we are increasing the capacity of our Customer Service Centre team with a number of new roles that will be key to improving our customer service levels even further.

**Main Purpose**
- Provide high quality enquiry handling to customers & suppliers, ensuring consistency, accuracy and relevance of message content and delivery.

**Job description**:

- Provide a complete and informed response on first contact to all customers and suppliers.
- Managing workflow and escalation of enquiries that cannot be resolved at the first line to the relevant point of contact within the organisation.
- Ensure customer satisfaction and continuity of service is managed.
- Compliance with internal QA, organisational service and advice standards, ensuring high quality of support offered.
- Follow procedures for capturing and recording all customer generated communication and action accurately into the CRM system.
- Ensure individual and team targets / KPIs for customer service are maintained.
- Acknowledging complaints & where needed, the transferring of the complaint through to a senior advisor for resolution.
- Develop specialist expertise in agreed business areas.

**Person specification**:

- Experience of working in a call centre environment, specifically working to targets and measures in cross functional, fast paced environment.
- Ability to deal with wide ranging enquiries and follow through to resolution, along with the ability to develop solutions to address a problem.
- Excellent communication skills, both oral and written, tailoring all communications to suit the audience.
- Customer service ethos - experience of delivering within a service environment and achieving excellent customer service results.

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

- Making Effective Decisions
- Working Together
- Managing a Quality Service
- Delivering at Pace

**Technical skills**:
We'll assess you against these technical skills during the selection process:

- Commercial Acumen

**Benefits**:
What we will offer you, here are some of the benefits you can expect:

- Competitive salary
- Generous pension scheme
- A discretionary non-contractual performance related bonus
- Working remotely in addition to working in advertised office location
- Flexi time scheme (available for B1-B6)
- Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays

Explore fully how we will reward your work.

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Experience and Technical skills.- Feedback will only be provided if you attend an interview or assessment.**Security**:

- See our vetting charter (opens in a new window).- People working with government assets must complete baseline personnel security standard (opens in new window) checks.**Nationality requirements**:
This job is broadly open to the following groups:

- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals

Further information on nationality requirements (opens in a new window)**Working for the Civil Service**:

- The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.
- We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).-
- This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.- Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.**Contact point for applicants**:
Job contact:

- Name:
- The recruitment team
Recruitment team:
- **Further information**:

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