Helpdesk Advisor

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

- 302831**Salary**:

- £21,722- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Administrative Officer**Contract type**:

- Permanent**Business area**:

- CO - Government Security Group - UK Security Vetting (Delivery)**Type of role**:

- Other**Working pattern**:

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

- 9Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- This role will be based in Glasgow. UKSV operates a hybrid working policy. There is flexibility to split your working week but with a minimum requirement of 40-60% in the listed Cabinet Office Hubs.About the job

**Job summary**:
This is an exciting time to join UK Security Vetting (UKSV) within our newly established Helpdesk Team. Our vision is to build and establish a modern, multi-channel digital service through which our customers, sponsors and applicants can communicate and engage with us. This is part of UKSV's Modernisation programme and will support the delivery of “Assured, Timely and Cost Effective Vetting” for all.

The role of a UKSV Helpdesk Advisor will require collaborative working within UKSV and across the vetting enterprise. You will be the initial point of contact and the voice for UKSV - you will be responsible for assisting our customers and applicants with a range of vetting queries over a variety of different channels and be our first point of contact for any customer enquiries and 1st tier complaint escalations.

**Job description**:
As a Helpdesk Advisor, the key requirements of your role will include but not be limited to:

- Being the face of UKSV and first point of contact resolution for UKSV customers through all access channels for all enquiries, providing professional advice and assistance relating to the delivery of UKSV services
- Problem solving and achieving positive outcomes for customers in a timely manner
- Consistently delivering to customer service Key Performance Indicator targets and service standard targets, taking a proactive and positive approach to Customer Care and ensuring satisfaction
- Carrying out all administration functions relative to customer services effectively and within agreed service standards. This includes accurately recording, storing, inputting and updating information into the relevant IT system and ensuring all records and systems are up to date
- Promoting and maintaining excellent customer relationships, adopting a customer focused approach at all times

**Person specification**:
As a Helpdesk Advisor within UKSV, we are looking for people who have the following expertise and attributes:
**Essential**
- Excellent verbal and written communication skills
- Ability to organise and prioritise shifting workload depending on demand A positive attitude to customer service and personal development
- Ability to work in a fast-paced, target-focussed environment
- Excellent IT skills, including knowledge and experience of Microsoft Office and Google Suite
- Ability to handle enquiries across various operating platforms
- Ability to multitask, prioritise and respond to a changing workload in a fast paced environment

**Desirable**
- Experience within a Contact Centre or Customer Service based environment

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

- Managing a Quality Service
- Communicating and Influencing

**Benefits**:

- Alongside your salary of £21,722, Cabinet Office contributes £5,864 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.- Learning and development tailored to your role.
- An environment with flexible working options.
- A culture encouraging inclusion and diversity.
- A Civil Service Pension which provides an attractive pension, benefits for dependants and average employer contributions of 27%.
- A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.
- This role will be based in Glasgow. UKSV operates a hybrid working policy. There is flexibility to split your working week but with a minimum requirement of 40-60% in the listed Cabinet Office Hubs.

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.**Application process**

500-word personal statement should provide a summary of your skills and achievements to show that you have the relevant experience, skills and attributes required for the role. Please detail your experience relevant to the role and carefully consider the criteria listed in the person specification.

**Selection process**

At interview, you will be assessed on the Behaviours and Strengths** **elements of the Success Profiles.

The Behaviours being assessed are Managing a Quality Service and Communicating and In