Customer Service Advisor

4 days ago

Liverpool, Liverpool, United Kingdom Crown Commercial Service Full time

Job Summary

This is an exciting opportunity to join the Crown Commercial Service as a Customer Service Advisor. In this role, you will work as part of a fast-paced Customer Service team and undertake the Level 2, Customer Service Practitioner Apprenticeship.

An Apprenticeship provides work-based, on-the-job training and development. The training is fully funded, so it does not cost you anything, and you will earn while you learn. They provide you with the skills, knowledge, and behaviours you need to be fully effective in a designated role. Therefore, with very few exceptions, you do not need to have related work experience/qualifications to apply.

As a Customer Service Advisor, you will be responsible for providing an efficient and effective single point of contact for external customer enquiries via the inbound and outbound telephone facility, email, letter, and website. You will provide high-quality enquiry handling to customers and suppliers, ensuring consistency, accuracy, and relevance of message content and delivery.

Key Accountabilities:

  • Provide a complete and informed response on first contact to all customers and suppliers.
  • Enquiry resolution service for a wide range of customers across Central Government, the wider public sector, and the business/supplier community. This requires strong CCS awareness to ensure a quality first-line customer response to telephone, web, and email enquiries.
  • 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 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 and 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 to deadlines and defined standards.
  • 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 or the awareness of the importance of delivering great customer service.
  • A team player with the ability to multi-task and work in a cross-functional, fast-paced environment.
  • An ability to demonstrate a logical and pragmatic approach to challenges when under pressure.

Benefits:

  • Competitive salary.
  • Generous pension scheme.
  • A discretionary non-contractual performance-related bonus.
  • Working remotely in addition to working in advertised office locations.
  • 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 support your work.

Want to make a difference? Find out more about the rewarding work that we do in our website.

The Crown Commercial Service is committed to attract, retain, and invest in talent wherever it is found. To learn more, please see the and the website.

We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact us.

Working flexibly, delivering outcomes

The Crown Commercial Service is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. Successful candidates are expected to work from one of the office locations listed. Our current office attendance approach requires a minimum of 26 days per quarter (approx 2 days per week, which may be subject to change) in CCS office locations or off-site meetings with suppliers, customers, partners, networking/industry events. This is pro rata for those who work part-time. Our smarter working principles mean that our people have the advantage of both office and off-site based collaboration and learning, as well as working from home. This way of working allows us to honour our commitment to being a responsible business, offer flexibility, and better work-life balance as well as ensuring we deliver our business with confidence and in accordance with our CCS values.

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