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Job description

Position: Customer Service Advisor

Band: 1

Salary: £22,758

Location: Liverpool/Birmingham/Newport/Norwich

Term: Fixed Term (12 months)

Closing Date: 25/07/23

Do you want to work in a busy, successful environment and join an innovative organisation? Are you looking for a role that will support you and develop your skills within customer facing environments?

This Customer Service Advisor position could be perfect for you.

Job Summary

Main Purpose

• Supporting the Customer Service Centre by providing an efficient and effective single point of contact for external customer enquiries regarding EU exit and Commercial Continuous Improvement Assessment Framework (CCIAF). This will be using inbound and outbound telephone facility, email, letter and website.
• Provide high quality enquiry handling to customers & suppliers, ensuring consistency, accuracy and relevance of message content and delivery.

The CCIAF is designed to drive continuous improvement in commercial practices across the Government Commercial Function and wider public sector by enabling organisations to benchmark their commercial operations against good practice.

The CCS Customer Service Centre (CSC) is at the forefront of supporting those customers in ensuring they understand our services and can access them easily. Our CSC team provides an excellent service to customers with 93% of enquiries dealt with at the first point of contact and a net promoter score of +60. Now, as a result of our growth plans, we are increasing the capacity of our Customer Service Centre team with a number of new roles that will be key to improving our customer service levels even further.

The role involves managing enquiries from end users, commercial specialists within Government and the wider public sector, to provide guidance and support. This will include password resets, general user guidance, error handling and some administration responsibilities on the platform.

Key accountabilities:

• Provide a complete and informed response on first contact to all customers and suppliers.
• Enquiry resolution service for a wide range of customers across Central Government, the wider public sector and the business / supplier community. This requires strong CCS awareness to ensure a quality first line customer response to telephone, web and email enquiries.
• Managing workflow and escalation of enquiries that cannot be resolved at the first line to the relevant point of contact within the organisation.
• Ensure customer satisfaction and continuity of service is managed.
• Compliance with internal QA, organisational service and advice standards, ensuring high quality of support offered.
• Follow procedures for capturing and recording all customer generated communication and action accurately into the CRM system.
• Ensure individual and team targets / KPIs for customer service are maintained.
• Acknowledging complaints & where needed, the transferring of the complaint through to a senior advisor for resolution.
• Develop specialist expertise in agreed business areas.

Essential Criteria (To be assessed at application stage):

• Experience of working in a call centre environment, specifically working to targets and measures in cross functional, fast paced environment.
• Ability to deal with wide ranging enquiries and follow through to resolution, along with the ability to develop solutions to address a problem.
• Excellent communication skills, both oral and written, tailoring all communications to suit the audience.
• Customer service ethos – experience of delivering within a service environment and achieving excellent customer service results.

Sucess profiles (To be assessed at interview stage):

Experience

Behaviours

• Making Effective Decisions
• Working together
• Manage a Quality Service
• Delivering at Pace

Technical:

• Commercial Acumen

(A link to the Civil Service Success Profiles Framework is provided below)

Success Profiles Framework

What we will offer you, here are some of the benefits you can expect:

• Competitive salary
• Generous pension scheme
• A discretionary non-contractual performance related bonus
• Working remotely in addition to working in advertised office location
• Flexi time scheme (available for B1-B6)
• Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays

Explore fully how we will reward your work.

Want to make a difference? Find out more about the rewarding work that we do in our candidate pack.

At CCS, we actively support, promote and celebrate our differences for the benefit of our employees, suppliers and customers. CCS is proud to be an equal opportunities employer. CCS believes that diversity and inclusion is critical to our success and we seek to recruit, develop and retain the most talented people.

We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact [email protected]

Working flexibly, delivering outcomes

CCS is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. Our smarter working principles mean that our people have the advantage of both office based collaboration and learning, as well as working from home. This way of working allows us to honour our commitment to being a responsible business, offer flexibility and better work life balance as well as ensuring we deliver our business with confidence and in accordance with our CCS values.

Selection Process

Candidates who are successful at sift will be contacted as soon as possible following the closing date and advised of the interview process in more detail. The sift will commence WC 24th July and interviews will be held WC 31st July with interview times and dates to be confirmed. (Subject to change)

To find out more about our recruitment process please clickhere

Complaints procedure:

Our recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commissioners’ Recruitment Principles details of which can be found athttp://civilservicecommission.independent.gov.uk

If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, you should contact [email protected] in the first instance.

If you remain unsatisfied with the response you receive you can then contact the Civil Service Commission at [email protected]

Job Types: Full-time, Fixed term contract
Contract length: 12 months

Salary: £22,758.00 per year

Benefits:

• Additional leave
• Bereavement leave
• Canteen
• Casual dress
• Company pension
• Cycle to work scheme
• Employee mentoring programme
• Enhanced maternity leave
• Enhanced paternity leave
• Financial planning services
• Flexitime
• Free flu jabs
• Gym membership
• Health & wellbeing programme
• Paid volunteer time
• Private dental insurance
• Sick pay
• Work from home

Schedule:

• Day shift
• Flexitime
• Monday to Friday
• No weekends

Supplemental pay types:

• Performance bonus

Work Location: Hybrid remote in Newport, NP10 8XG