Customer Contact and Support Services Administrator

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

- 436351

**Salary**:

- £28,016
- A Civil Service Pension with an employer contribution of 28.97%

GBP

**Job grade**:

- Administrative Officer

** Contract type**:

- Permanent

** Business area**:

- HMRC - CPO - Unity Business Services

** Type of role**:

- Human Resources

** Working pattern**:

- Flexible working, Full-time, Job share, Part-time

** Number of jobs available**:

- 1

**Contents**:

- Location
- About the job
- Benefits
- Things you need to know

** Location**:

- Swansea - Sandringham Park

** About the job**:
** Job summary**:

- Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.- Visit our YouTube channel to watch the full series and come and discover your potential.
- Reporting to our dedicated Customer Contact and Support Services Team Leader, you would be based in Unity Business Services, DfT Operations Centre in Swansea. If you enjoy helping people and are driven by quality customer service, this role is for you. You will need a degree of initiative, be able to ask questions, navigate information screens, and work well as part of a team. A full training program will equip you with the skills to deal optimally with all enquiries.

** Job description**:

- Manage telephone queries within agreed targets, providing clients, colleagues, and external customers with accurate resolutions.
- Hand off more complex problems to the appropriate support resource with accurate information within agreed
timescales.
- Achieve individual performance targets and objectives.- Key Responsibilities:

- Provide exceptional customer service, by using excellent listening and communication skills.
- Answer telephone enquiries and access computer records for information, demonstrating proficiency with PCs, keyboards, and telephone headsets.
- Address customer inquiries and issues by following the appropriate call handling procedures, seeking mentorship for intricate problems if required.
- Maintain up-to-date call and problem records in our service management/call handling system.
- Conduct problem resolution and root cause analysis for first-level calls, communicating status or resolution to the customer as required.
- Achieve individual performance targets and objectives.
- Provide support to your Customer Contact and Support Services Team Leader.
- Participate in a team-based culture which identifies, communicates, and addresses customers’ needs and contributes to cross-team activities.- The Service and Support Desk is open from 8.00am to 5.00pm, Monday to Friday. You will be part of a rota system to ensure adequate coverage.

** Person specification**:

- Keen to learn and hardworking, with a strong dedication to providing outstanding service to our customers.
- Friendly and welcoming, with an encouraging team attitude that fosters a collaborative work environment.
- Demonstrates a strong commitment to following processes and procedures, while also maintaining a flexible approach and a proactive demeanour toward expanding work-related skills and knowledge.
- Ability to remain positive and calm even during busy periods.
- Contributing constructive ideas in processes and procedures that will enhance the service.

** Essential Criteria**- Excellent communication and interpersonal skills, allowing you to connect with customers and colleagues effectively.
- Good customer service awareness and a confident, cheerful telephone manner.
- Experience of working in a call handling environment, delivering quality customer service.
- Strong ability to work confidently as part of a team.

** Desirable Criteria**- Knowledge of SAP and Agresso ABW systems, providing an added advantage in this role.** Behaviours**:

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

- Managing a Quality Service
- Working Together
- Communicating and Influencing**Benefits**:

- Alongside your salary of £28,016, HM Revenue and Customs contributes £8,116 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
- We offer a generous leave allowance, starting at 25 days and increasing by a day for every year of qualifying service up to a maximum of 30 days.- Pension - We make contributions to our colleagues’ Alpha pension equal to at least 28.97% of their salary.
- Family friendly policies.
- Personal support.
- Coaching and development.- To find out more about HMRC benefits and find out what it’s really like to work for HMRC_ _hear from our insiders or visit Thinking of joining the Civil Service

** Things you need to know**:
** Selection process details**:

- This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.

** How to Apply**- A name-blind CV including your job his