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We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

https://www.gov.uk/government/organisations/ministry-of-justice/about/equality-and-diversity.

Job Title: Customer Service Advisor

Contract Type: Permanent

Grade: AO

Salary: National: £21,775

Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.

Location: South Tyneside

Directorate: Case Management

Team: Civil Customer Service Team

Working Pattern: The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely, part time or as part of a job share etc.

If you are applying for a part time role, please note that in order to meet business demands you would need to cover a minimum of 25 hours per week.

Reporting to: Team Manager and Team Supervisor

Closing date for applications Rolling campaign, open for applications until 10th April

The Legal Aid Agency
We are an executive agency of the Ministry of Justice (MoJ). We provide civil and criminal legal aid and advice in England and Wales to help people deal with their legal problems.
Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service.

Our LAA commitment to Diversity and Inclusion
The LAA is committed to diversity and inclusion and we positively promote flexible working, including job shares.
We will consider all applications on merit regardless of age, disability, gender identity, sexual orientation, socio-economic background, religion, ethnicity, preferred working pattern and except for exceptional circumstances your working location.
As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months.
If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please ensure that you attach the Disability Confident Scheme Form when you return your application. You can use the same form to let the recruiting manager know of any reasonable adjustments you may require during the sift or later selection processes.

Case Management

The Case Management department is the delivery function of the Legal Aid Agency and our staff ensure that each year 600,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. With over 800 staff based across 11 sites we deliver services for those facing both criminal and civil legal problems.

Civil Customer Service Team

The Civil Customer Service Team support users and providers of civil legal aid. This means we regularly work with members of the public in receipt of or applying for legal aid and solicitors in the process of providing legal services to publicly funded clients. The Civil Customer Service Team supports this by responding to customer queries, processing urgent casework and resolving customer complaints.

Job Summary

Role holders will be responsible for providing exceptional levels of customer service by answering incoming calls, dealing with queries and providing first time resolution. They will be expected to seek to continuously improve customer knowledge and internal processes to reduce failure demand.

Key Responsibilities:

• Receive inbound calls from providers of legal aid, members of the public and other customers with regards to Legal Aid – establish a high-quality working relationship with a variety of customers and take personal ownership of problems, ensuring successful resolution
• Provide customer advice and support over the telephone, by email or in written form. Moreover, be responsible for maintaining and improving customer satisfaction.
• Work to reduce the number of incoming calls by educating providers regarding their submissions
• Document all calls accurately using appropriate methods. Apply standards consistently in order to meet personal productivity and quality targets.
• Communicate clearly and effectively with all callers
• Work cooperatively and flexibly to ensure adequate staffing of customer service telephone lines at all times
• Recognise and manage assertive customer calls, referring to a Senior Customer Services Advisor where necessary
• Organise and prioritise own workload including length of call handling
• Ensure colleagues working in all areas of the organisation are kept informed of feedback from customers, actively promoting continuous improvement

Essential Knowledge, Experience and skills

• Effective communication skills both written and verbal dealing with both external and internal stakeholders
• Excellent customer service skills including handling complex situations and dealing with uncertainty
• Ability to interpret and apply guidance and regulations
• Effective analytical and numerical skills
• Ability to work with minimal supervision and as part of a team

Desirable Knowledge, Experience and skills

• Knowledge of Legal Aid
• Previous experience of working in a telephony environment

Person Specification

• Customer focused
• Enjoys working in a fast-paced environment
• Adaptable
• Able to solve problems quickly

Assessment approach

Application Process

Managing a Quality Service - Gain a clear understanding of customers’ needs and expectations. Plan, organise and manage your own time to deliver a high quality service which gives taxpayers a good return for their money. Act to prevent problems by identifying issues, reporting them and providing solutions. Keep customers and all colleagues up to date with progress. Show customers where to access relevant information and support that will help them to use services more effectively.

Delivering at Pace - Always work with focus and pace to get the job done on time and to a high standard. Follow the relevant policies, procedures and rules that apply to the job. Use own knowledge and expertise to organise work. Keep focused on delivery and take responsibility for the quality of work produced. Keep a consistent level of personal performance. Keep managers and stakeholders updated on how work is progressing.

Interviews will take place regularly throughout the three-month period the advert is live. You will be provided with at least a week’s notice if offered an interview.

If you would like more information on this or the opportunity or to speak with someone about this role please contact – Rachael Pratt – [email protected] and leave your details.

Complaints procedure

If you have any complaints about this recruitment activity, please share your concerns by emailing [email protected] initially. We aim to respond to any complaint within 10 working days.
If you are dissatisfied with our response, we will forward your complaint to the Civil Service Commission, an independent body, for review.

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

• Managing a Quality Service
• Delivering at Pace

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A Civil Service pension with an average employer contribution of 27%
• Annual Leave
• Public Holidays
• Season Ticket Advance

For more information about the recruitment process, benefits and allowances and answers to general queries, please click the below link which will direct you to our Candidate Information Page.

Job contact :

Name :
SSCL Recruitment Enquiries Team
Email :
[email protected]
Telephone :
0845 241 5359

Recruitment team :

Email :
[email protected]