Customer Service Representative

4 weeks ago


Bury St, Suffolk, United Kingdom HM Courts and Tribunals Service Full time

About HM Courts and Tribunals Service


HM Courts and Tribunals Service is responsible for the administration of criminal, civil and family courts and tribunals in England and Wales.


We are looking for individuals who are committed to public service and making a difference in people's lives to deliver justice.


If you are interested in developing a career with a real purpose, please apply.



Your Role: Contact Centre Representative


You will be passionate about delivering excellent customer service working in an inbound call centre and will field calls from the public seeking assistance in either civil or family matters.


You will be dealing with queries from customers in relation to their ongoing cases, in areas such as divorce, child arrangement orders, financial orders following divorce, harassment and care cases.


Clients calling our contact centres are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding.


In addition to providing an excellent service to our external clients, you will be in regular contact with other HMCTS administrative processing staff throughout the country, to progress claims / assist clients.


This is a fast-paced position that requires attention to detail, the ability to multi-task and deal with each client as an individual whilst managing your time effectively.



Your Skills and Experience


You'll have good written and verbal communication skills with a desire to deliver proactive and effective support to clients.


You'll have great attention to detail, able to enter information into our database accurately and efficiently, and able and adapt to using various software packages.


You'll enjoy organising your time, prioritising efficiently and multi-tasking in a busy environment.



Salary and Benefits


We offer a salary of £22,940 per annum, along with contributions towards your membership of the Civil Service Defined Benefit Pension scheme.


We also offer access to learning and development opportunities, a range of flexible working options, and a culture that promotes inclusion and diversity.


Our average employer contribution to the pension scheme is 27%.


We provide annual leave, public holidays and season ticket advance schemes.



Working Arrangements


Standard full-time working hours are 37 hours per week, although we welcome part-time, flexible and job-sharing working patterns where they meet the demands of the role and business needs.


Please note that a minimum of 3 full days per week will be required as part of the role, which includes Monday and Fridays as required working days.


The contact centre operates between 8:30-17:00 and you will be required to work between these times on a scheduled basis.


Successful candidates would be required to work at Triton House, Bury St Edmunds, although there is non-contractual hybrid working where the business need allows.



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