Uk Security Vetting Helpdesk Advisor

2 weeks ago

Glasgow, United Kingdom Cabinet Office Full time

**Reference number**:
181628

**Salary**:
£21,046 - £21,046

**Grade**:
Administrative Officer

**Contract type**:
Permanent

**Business area**:
CO - Government Security Group - UK Security Vetting - Delivery

**Type of role**:
Contact Centre
Customer Insight
Operational Delivery
Other

**Working pattern**:
Flexible working, Full-time, Job share, Part-time

**Number of posts**:
8

Location

Glasgow

About the job

**Summary**:
This is an exciting time to join UK Security Vetting (UKSV) and our newly established Complaints and Enquiries 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.

**Job description**:
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 their vetting queries over a variety of different channels and be our first point of contact for any customer complex queries and 1st tier complaints.

As a Helpdesk Advisor, you will:

- Be 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-solve and achieve positive outcomes for customers in a timely manner
- Consistently deliver to customer service Key Performance Indicator targets and service standard targets, taking a proactive and positive approach to Customer Care and ensuring satisfaction
- Carry 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
- Promote and maintain excellent customer relationships, adopting a customer focused approach at all times

**Responsibilities**:
As a Helpdesk Advisor within UK Security Vetting, we are looking for people who have the following expertise and attributes:
Essential
- Experience in customer service
- 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
- Good IT skills, including knowledge and experience of Microsoft Office and Google Suite
- Ability to multitask, set priorities, and respond to a changing workload

Desirable
- Telephony / contact centre based customer service experience
- Knowledge / experience of CRM (Customer Relationship Management tool)

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

- Managing a Quality Service
- Delivering at Pace
- Communicating and Influencing
- Working Together
- Managing a Quality Service
- Delivering at Pace

**Benefits**:

- Learning and development tailored to your role.
- An environment with flexible working options.
- A culture encouraging inclusion and diversity.
- A Civil Service pension.
- A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30.

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