Customer Services Officer

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

- 268069**Salary**:

- £20,828 - £22,414**Job grade**:

- Administrative Officer- Band 6**Contract type**:

- Permanent**Business area**:

- HSE - Operational Services Division (OPS)**Type of role**:

- Contact Centre**Working pattern**:

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

- 3Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- BootleAbout the job

**Job summary**:
We contribute to the Health and Safety Executive (HSE) strategy - Protecting people and places. Our contribution is to protect people at work and or who are impacted by a work-activity by ensuring risks are properly managed.

The team is a front-facing, high volume, fast-paced, operational, front-line team. In 2021/22 the team received 52k new workplace health and safety concerns (report a health and safety problem), and advice requests. In our efforts to continuously improve, we seek to adopt the digital approach as opportunities arise.

We are looking for motivated and dedicated customer focused people to join the team to play an important role in ensuring that HSE provides a professional response to Health and Safety Concerns, and Advice requests, within strict deadlines.

**Job description**:
**About the Role**

You will be working on behalf of Customer Services, as a call handler. Your main responsibility is to answer calls in a professional manner; direct customers to HSE online forms or complete online forms on behalf of customers, redirect customers if it is not a matter for HSE to deal with and point customers to relevant health and safety information.

Telephone calls are varied and unpredictable in nature. Calls are received from members of the public, businesses, employees, employers, TU Reps, Local Authorities, and others. Calls range from reporting a fatal accident to dealing with a member of the public who requires advice and everything in-between. You will need to be empathic in your approach.

As a customer service officer, you will also deal with switchboard calls for named contacts within HSE and you will also undertake administrative support duties.

You will work collaboratively with internal and external customers to obtain accurate and relevant information. You will ensure that responses are professional, accurate and timely.

**Thing you will need to know**

You will be required to attend the HSE Bootle office a minimum of 2 days per week and during training, more office attendance will be required, as per HSE’s Hybrid Working Policy.

Due to the nature of the work start and finish times of 08:30 -17:00, and breaks, are rostered for business need purposes.

**Person specification**:
**Key Responsibilities**

**You will**
- answer monitored telephone calls in a professional manner, asking open questions to establish facts.
- need to show empathy and compassion.
- be expected to develop a good understanding of the Enforcing Authority Regulations (training will be provided) to identify if the matter is enforced by HSE or another organisation.
- set up companies and cases on corporate systems.
- deal with post, scanning letters, and redirecting post to other parts of the organisation.

**Person Specification**

We are looking for motivated and talented individuals with the commitment to learn about new areas of work and responsibility, and to build on existing customer focused skills.

You should have:

- Experience of working in a front-line delivery role.
- Excellent written and verbal communication skills to convey information concisely.
- Proficient IT skills to allow for accurate and timely recording of information.
- Ability to log and record information appropriately in the correct systems.
- Excellent organisational and time management skills.
- Analytical skills to digest and interpret information from a range of sources.
- Ability to use your own initiative, intuition, and communication skills.
- Ability to seek out new and improved ways of working, make suggestions to colleagues and managers and always strive to do deliver to high standards.

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

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

**Benefits**:

- Learning and development tailored to your role.
- An environment with flexible working options.
- A culture encouraging inclusion and diversity
- Competitive rates of pay - highly competitive Civil Service Pension Scheme to which HSE contribute 26.6% far more than in the private sector.
- Family friendly policies and working hours to help balance your home life and career.
- 25 days annual holiday increasing to 30 days after 5 years' service, plus bank holidays and 1-day Civil Service privilege leave.
- Competitive parental leave benefits.

Things you need to know

**Selection process details**:

- This vacancy is using Success Profiles (opens in a new window), and will assess y