23.91 Customer Services Agent

2 weeks ago

Liverpool, United Kingdom Disclosure & Barring Service Full time

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

- 299095**Salary**:

- £22,463- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- DBS - Operations Director (Disclosure)**Type of role**:

- Operational Delivery**Working pattern**:

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

- 6Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- LiverpoolAbout the job

**Job summary**:
**Job description**:

- 1. Dealing with Disputes raised via telephone/letter/system relating to the information held within the DBS Certificate.

2. Respond to queries raised by Police Forces both verbally and written

4. Take part in an established Disputes telephone rota (telephone lines are operational from 9am until 5pm).

6. Responding to customer enquiries, providing advice and guidance in line with relevant legislation or DBS processes and procedures.

8. Liaising with colleagues in Customer Service and the wider business areas to ensure an excellent service to our customers.

9. Performing any other role within grade with relevant support and training when required.

You may find it helpful to read through Success Profiles online:
The page contains various links which sets out the five elements of the Success Profile.

**Person specification**:
**Person Specification**:
**Essential Criteria**

**Experience**:

- Demonstrable experience of working in a customer focused environment
- Demonstrable experience of dealing with challenging conversations
- Demonstrable experience of moving between complex workstreams in a fast-paced environment

Technical:

- PC literate and proficient in the use of Microsoft packages

**Desirable Criteria**

Ability:

- Expectation to complete the apprenticeship for Customer Services

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

- Managing a Quality Service
- Working Together
- Delivering at Pace

**Benefits**:

- Alongside your salary of £22,463, Disclosure & Barring Service contributes £5,820 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.The DBS offers a number of excellent benefits for its employees. These can include:

- Generous annual leave entitlement
- Excellent maternity, paternity and adoption schemes (after a qualifying period)
- Commitment to the health and wellbeing of our employees
- Employee Assistance Programme
- Flexible working opportunities
- Eyecare voucher scheme
- Occupational Health Service including referrals for counselling and physiotherapy
- 24/7 Counselling and Wellbeing Service
- A Civil Service Pension with an average employer contribution of 27%

The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their ‘whole self’ to 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 and Experience.**Stage 1 - Application Stage**

A 250 word statement of suitability will be required to state your suitability to the role, including any essential & desirable criteria, as well as key responsibilities.
- Managing a Quality Service (Lead Behaviour)
- Working Together
- Delivering at Pace.

**Stage 2 - Interview Stage**

The STAR (Situation, Task, Action and Result) technique is a useful method to help structure your answer: - Situation - provide some brief details about the situation. - Task - outline what your objective or purpose was during that situation. - Action - describe what you did in that situation and how you approached it. - Result - state the outcome, for example: Were the objectives met? What did you learn/gain from being in that situation?

Advert closing date: 16/07/2023

Sift to take place week commencing: 17/07/2023

Interview to take place week commencing: 31/07/2023

Whilst we will endeavour to provide some flexibility with regards to dates wherever possible, it is unlikely that we will be able to offer an alternative date once an appointment has been scheduled.

Interviews will be held face to face.

Feedback will only be provided if you attend an interview or assessment.**Security**:
- People working with government assets must complete baseline personnel security standard (open

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