A2/AO Customer Service Agent Leeds, England
Job description
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About the job
Benefits
Things you need to know
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About the job
Job summary
The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.
Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 10 active employee network groups available to join or become an ally, these include LGBT+, FACES, Disability & Health, Break the Stigma, Women’s, The Shed, Carers, Part Time Workers, No Limits and Grass Roots.
We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.
The Insolvency Service is a great place to work, learn and grow your career.
This is an exciting opportunity to join our Customer Service Team that is based in Edinburgh and Leeds.
The successful applicants will be part of a team that receives customers queries via telephone or email and is responsible for resolving these or referring more complex queries to other teams for further investigation. The team is also responsible for completing administration tasks that support the wider Insolvency Service.
Post holders will need to be flexible to accommodate the rapidly changing needs of the agency, along with having the ability to work independently or with colleagues.
Job description
- Answering a broad spectrum of customer service enquiries (telephone & emails) for multiple business units.
- Providing excellent customer service, both orally and in writing.
- Providing administrative assistance to various business units within BSD.
- Ensuring all correspondence is dealt with in a timely manner.
- Delivery of professional, prompt & efficient performance in line with processes and guidance.
- Learn and apply correct security protocols.
- To understand when queries cannot be answered at first point of contact and be able to accurately refer them to the appropriate business unit in accordance with the service level agreement.
- Liaise with relevant professional and technical experts to ensure that cases progress to their appropriate conclusion in a timely manner.
- Maintain accurate records and safeguard customer data in accordance with agreed policies and processes.
- Participate in continuous improvement, training, development, engagement, and change management activities.
Person specification
They should ideally possess a working knowledge of MS Word, Excel and Outlook and possess keyboard skills, or be prepared to learn these as they are essential for this role
The ability to quickly learn the use of business-related software packages and become familiar with databases and internet searches is required.
To be successful in this role candidates must be:
- Willing to seek guidance and support whenever necessary.
- Able to work collaboratively and as an effective and engaged member of the team.
- Build effective and productive relationships with colleagues within the team, the wider office and in other areas of The Insolvency Service.
Benefits
Pension
Your pension is a valuable part of your total reward package, where the employer makes a significant contribution to the cost of your pension. Your contributions come out of your salary before any tax is taken.
This means, if you pay tax, your take-home pay will not be reduced by the full amount of your contribution; and your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire. For more information, visit: https://www.civilservicepensionscheme.org.uk
Leave allowance
Full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after five year’s service. In addition to this you are entitled to eight public/bank holidays plus an additional day of privilege leave. The allowance is pro-rated for part-time employees.
With competitive maternity, paternity and parental leave we also recognise the importance of a good work-life balance and offer flexible working and a family friendly approach to work.
Other benefits
Employees have access to an employee assistance programme, Workplace Wellness, for confidential, independent support and advice during difficult times in either their professional or personal life. The information offered in this document is supplied in good faith but does not in itself form any part of the contract of employment.
Childcare Vouchers
Any move to the Insolvency Service from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk
Things you need to know
Selection process details
As part of the application process you will be asked to complete a CV and personal statement. Further details around what this will entail are listed on the application form.
Sift – w/c 27/03/2023
Interview – w/c 03/04/2023
Location - Microsoft Teams
Candidates are asked to note the above timetable, exercising flexibility through the recruitment and selection process.
Further Information
A reserve list may be held for a period of 12 months from which further appointments can be made.
If successful and transferring from another Government Department a criminal record check may be carried out.
In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service and Disclosure Scotland on your behalf.
However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing [email protected] stating the job reference number in the subject heading
For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence or email [email protected]
New entrants are expected to join on the minimum of the pay band.
Reasonable Adjustment
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
Contact Government Recruitment Service via [email protected] as soon as possible before the closing date to discuss your needs.
Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Transforming Workplaces
The Insolvency Service is currently delivering an exciting five-year transformation project that started in April 2022 which will define our future direction supporting a gradual migration to a Regional Centre model combined with smarter ways of working. As part of this, transforming our estate will align us with the government modernisation programmes making The Insolvency Service a great place to work.
We are letting you know about our future plans because if you are joining the Insolvency Service and are recruited into an office over the next five years that is not one of the Regional Centres, you will be expected to move to one of the Regional Centres in the future. This move would not attract financial assistance.
The 11 Regional Centres are : Birmingham, Cardiff, Croydon, Edinburgh, Exeter, Ipswich, Leeds, Manchester, Newcastle, Nottingham and Stratford.
Hybrid Working
Insolvency Service operates a hybrid working policy subject to business need, giving people the flexibility to choose when and where they work and collaborate with others.
Individuals are expected to work from one of the office locations stated in the advert to connect with their colleagues, as required by their role and business team needs. There is flexibility to split the working week, spending a minimum of 40% in the workplace, which includes the office, site visits, court etc.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the Republic of Ireland
- nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS) (opens in a new window)
- relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
- relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
- certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
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