Customer Service Concerns Handling Officer

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

- 389740

**Salary**:

- £30,167 - £33,346
- A Civil Service Pension with an employer contribution of 28.97%

**Job grade**:

- Executive Officer
- Band 5

**Contract type**:

- Permanent

**Business area**:

- HSE - Operational Services Division (OPS)

**Type of role**:

- Operational Delivery

**Working pattern**:

- Flexible working, Full-time

**Number of jobs available**:

- 1

Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- Bootle

About 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 Customer Service Team is a high volume, fast-paced, operational, front-line team. Receiving 50k new workplace health and safety concerns (report a health and safety problem), and Advice Requests per year. In our efforts to continuously improve, we seek to adopt the digital approach as new opportunities arise.

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

Working in The Customer Service Team, your role will be to assess / triage health and safety risk, contact businesses and customers, to ensure cases are resolved in line with expectations and service levels.

You will be responsible for processing your assigned work, and making an assessment on information received about the matters. 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, and work is recorded accurately on systems.

**Key Responsibilities**

You will work with the Customer Service Team who handle technical aspects of Concerns and Advice requests received in HSE, your role will be to:

- Make decisions on whether the matter falls within HSE’s enforcement remit.
- Risk assess matters within HSE enforcement to establish which cases require following up and whether this can be handled administratively by The Customer Service Team or needs referring to HSE Inspectors;
- Clearly set out, explain and justify your decisions.
- Effectively engage and communicate with internal and external customers to achieve efficient, effective and proportionate resolutions;
- Contribute effectively to the successful delivery of our team and organisational objectives;
- Provide Technical Support for other Operational front-line work including Advice requests;
- Work with others in The Customer Service Team to create a culture of collaborative working and continuous improvement;
- Keep accurate records, and update HSE’s case management systems.

**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 their skills and knowledge in workplace (health and safety management) as well as experience of working in a customer focused environment.

**Essential Skills and Criteria;**
- Excellent written and verbal communication skills to convey information in a clear and concise way.
- 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 interprets information from a range of sources.
- Experience of working in a front-line delivery role.
- 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 deliver to high standards.

**To be considered for the post**:
You should have a NEBOSH Certificate (National Examination Board Certificate in Occupational Safety and Health) or be willing to obtain this qualification within a reasonable length of time which we consider to be within the first 12 months of service.

The NEBOSH course is run through Civil Service Learning as an intensive two-week course, further appropriate study time will be allowed during work hours.

Failure to achieve the NEBOSH qualification within the required timescale and with a maximum two attempts, will mean your contract is terminated.

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

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

- Making Effective Decisions
- Delivering at Pace
- Managing a Quality Service
- Making Effective Decisions

**Benefits**:

- Alongside your salary of £30,167, Health and