Customer Service Representative
Job Details
Full Job Description
** 11.88 PER HOUR ** POTENTIAL FOR WORK AT HOME/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.