Customer Service Advisor
Job Details
Full Job Description
** 11.88 PER HOUR ** POTENTIAL FOR HYBRID WORKING ** START DATE 3rd
JUNE **
This is a fantastic opportunity to work with our exciting
client and make a difference to their customers.
These roles
are initially for 3 - 6 months, with the potential to be
extended.
Role Overview:
These roles are Contact Centre
based, with the main duties of Customer Service Advisers answering
customer queries relating to the Mental Capacity Act 2005 and about
OPG's services. This includes powers of attorney and the supervision
of court appointed deputies.
Advisers also play an important role
by coaching and guiding our customers that are supporting vulnerable
adults who have started to lose or have lost mental capacity.
Therefore, it's important that Advisers have the ability to show
empathy and understanding towards our customers.
Customer Service
Advisers receive regular management support, and all members of the
team work together to achieve our targets.
The work mainly involves
communicating with our customers verbally by telephone but also in
writing, and completing the related administrative work following each
interaction with a customer. This includes updating our case
management system, communicating and collaborating with colleagues
across the business, among other tasks.
You will be working on
the Contact Centre dealing with telephone calls for 6.5 hours per day.
You will be the front face of the OPG on the contact centre, so
experience of dealing with a range of customer services queries, so
experience of working in a contact centre role would be preferable.
You will be protecting, serving our vulnerable customers dealing or
signposting their queries to relevant departments, so it is imperative
that you have a good skills in dealing with customers and the
public.
There are three breaks built into the day and extensive
training will be delivered to these individuals to deliver the front
face of the OPG.
Key Responsibilities:
* Supporting and
contributing to the aims, objectives and performance of the Power of
Attorney Services department to ensure delivery targets, as set out in
the Business Plan, are met
* Promote a culture of excellent service
delivery and continuous improvement. Comprehensive training is
provided
* Answering customer queries by telephone in a contact
centre environment
* Escalating customer queries and requests to
other teams where appropriate
* Inputting and updating data on our
IT systems
* Making and answering telephone calls with internal and
external customers
* Responding to written correspondence received
via post or email.
* Attending and contributing to team
meetings
* Collating, analysing and formatting data and
information
* To act as a point of contact for the customer,
dealing with telephone enquiries and correspondence in a professional
and courteous manner.
Essential Skills:
* Excellent
communication skills both written and verbal
* Experience dealing
with customers
* Experience of working in a compliance
environment
* Attention to detail and good data entry skills
*
Ability to remain calm and professional at all times
The roles
are subject to passing a clear standard DBS and a full 3 years
referencing
Please apply online with your current CV in WORD
Format
At Brook Street, we believe that by harnessing diversity of thought and experience across our company, exceptional things happen. We continually strive for a highly diverse workforce and an inclusive culture where everyone feels valued, listened to and able to discover their personal best.
Brook Street is a Disability Confident Leader, and we have also hold Gold Award status from the Defence Employer Recognition Scheme.
Our supply of Contingent Workers to the Public Sector Resourcing Framework (PSR) has driven us to take further steps in supporting candidates with disabilities or veterans. Through our Guaranteed Interview Scheme, we offer candidates with disabilities and veteran who meet the stipulated criteria for the role, a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability or as a veteran, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and the role that you are interested in. We are committed to engaging with you.
Throughout the application process we will discuss
any reasonable adjustments needed. Your comfort and accessibility are
of utmost importance to us, and we are eager to ensure a seamless
communication journey.
Customer Service Advisor
Brook Street
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