Customer Service Advisor

Are you passionate about great customer service and looking for a new challenge?

As a Customer Service Advisor you will not just be part of a contact centre, you will be part of a team of agents who are dedicated to providing a first class service to a wide variety of customers. The Newcastle Centre of Excellence is the first point ofcontact for several clients, Department for Work and Pensions, Cabinet Office, DEFRA, Health and Safety Executive, Office for Nuclear Regulation.
Our Customer Service Advisors deliver advice and guidance to customers on a wide variety of policies which makes for a varied and exciting role.

We can offer fantastic career progression opportunities, benefits which you can flex to meet your needs and training and development opportunities.

If you are an outstanding and highly motivated individual with passion and desire to contribute to the positive reputation of our business, we’d love to hear from you

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**What you will be doing**:

- Advising customers with HR/Payroll support.
- Taking care of inbound calls from customers from various government sectors
- You will handle sensitive enquiries and take ownership of your customer
- Handling customer engagement through multiple channels, such as telephone and live chat
- Advising customers based on specific government sector policies
- Handle customer expectations, interact and display integrity at all times
- Determine the relevant information and call details to ensure right communication
- Take ownership to ensure continuous improvement in customer service
- Always handle difficult customers displaying professionalism
- Advance issues to the Team Leader/Contact Centre manager

**What you’ll bring**:

- Good listening skills
- Ability to empathise
- Good Microsoft IT skills
- Good interpersonal skills - both verbal and written
- Good organisational and planning skills
- Articulate and able to develop good working relationships with colleagues & clients
- Able to use initiative & exercise sound judgement

**It would be great if you had**:

- Customer Service experience and call handling skills
- Experience within a fast-paced environment
- Contact centre exposure

If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you

Employment Type: Full Time Permanent
Location: Newcastle
Security Clearance Level: SC
Internal Recruiter: Ellie

**Salary**: £21,115 per annum inlcusive of 3% flex fund
Benefits: 25 days annual leave with the option to buy additional days, life assurance, pension, and generous flexible benefits fund

**Loved reading about this job and want to know more about our company?**

The company was established as a joint venture between the Cabinet Office and Sopra Steria Ltd, in 2013 as part of the Government’s Shared Services Strategy for Smarter Government programme and operates from four regional centres of excellence: Blackpool;Newcastle; Newport; and York.

As a trading name of Shared Services Connected Ltd, SSCL has established an enviable track record in the design and delivery of large-scale innovative HR, Payroll, IT, and Finance & Accounting solutions to significantly improve efficiencies and enhance servicelevels across government and public sector.

Our clients include a number of government agencies including the Department for Work and Pensions, Environment Agency Department for Education, Ministry of Justice and Home Office as well as the Metropolitan Police Service and the Construction IndustryTraining Board.