Customer Service Advisor Cardiff, Wales
Job description
Details
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Salary
Job grade
Contract type
Business area
Type of role
Contact Centre
Operational Delivery
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Number of jobs available
Contents
Location
About the job
Benefits
Things you need to know
Apply and further information
Location
About the job
Job summary
We welcome applications from all communities and we don’t discriminate against any identity. We’re interested to hear from you, regardless of your background.
Are you an organised individual who enjoys working in a fast-paced, contact centre environment?
Are you an excellent communicator who prides themselves on delivering an accurate, first-class customer service?
If you are, we are looking for a dedicated Customer Service Advisor to join our team at the Maritime and Coastguard Agency, and we’d love to hear from you!
The Maritime and Coastguard Agency (MCA) implements the government’s maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea.
Safer lives. Safer Ships. Cleaner Seas.
Our vision is to be a world-leading organisation, accelerating the transition to sustainable shipping with non-negotiable safety standards. We put our people, our customers and our planet at the heart of everything we do.
Job description
The UK Ship Register (UKSR) is part of the Maritime and Coastguard Agency (MCA) and works to promote the UK flag worldwide to Quality Owners with Quality Ships. Within the UKSR the Registry of Shipping & Seamen (RSS) in Cardiff is responsible for providing front line Customer Service and the issuing of Ships Registration and Seafarers Documentation.
As the Customer Service Advisor, it will be your responsibility to provide a first class, professional Customer Service to existing and potential UK Ship Register customers. Working as part of the team, you will deal with all customer enquiries, maintain accurate records, process customer and online activity in line with the requirements for Ship Registration and/or the issue of Seafarer documentation.
This is an exciting opportunity to join our team as a Customer Service Advisor where you will provide a first class, professional Customer Service to existing and potential UK Ship Register customers.
This role is office based at the Registry of Shipping and Seaman in Cardiff. MCA supports flexible working and operates a hybrid working model between home and office for this role, giving you greater flexibility over where and when you work. Details of the arrangement will be discussed further with your line manager.
Your responsibilities include but are not limited to:
- Answering customer queries via telephone and providing accurate information in a polite and professional manner.
- Proactively managing all customer queries in line with Regulations, delivering first-call resolution where possible.
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Respond to customers via written and electronic correspondence by ensuring all UK Ship Register documentation is correct and complies with relevant Regulations.
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Ensure all customer and vessel details are accurately recorded on the Digital UKSR system and other MCA databases used.
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Provide a registration process which is delivered within agreed service levels, dealing with all customer enquiries and issues as they arise.
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Achieve a level of personal performance which meets required key performance indicators and volume targets and contributes to the success of the team.
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Process customer applications and all documentation to ensure all certification and issued documentation is accurate and received by the customer in a timely manner.
- Process all customer payments ensuring all action taken is GDPR compliant.
For more information about the role please see the attached Role Profile.
The Registry of Shipping and Seaman is open 7 days a week including some Bank Holidays.
This role will participate in a rota across a number of shifts and there is a requirement to work a minimum of 1 in 5 weekends (Saturday and Sunday).
Opening hours are:
7.30am - 6.00pm Monday – Friday
9.00am - 4.00pm Saturday & Sunday
The Registry of Shipping and Seaman will be closed on the following days: New Year’s Day, Good Friday, Easter Sunday, Christmas Day, Boxing Day.
Person specification
We are looking for someone who can bring proven experience of working in a fast-paced, service-led, high volume, customer-facing Contact Centre environment. With a passion for providing exceptional service to your customers, you have excellent written and verbal communication skills, including a professional telephone manner, and the ability to understand your customer’s needs and to provide workable solutions to problems.
You have an eye for detail and produce work quickly, which is accurate and to a high standard and are confident using online systems to record information including taking notes of customer calls. You work well as part of a team as well as under your own initiative, taking responsibility for your own performance to ensure you deliver against agreed KPIs and objectives.
Behaviours
We'll assess you against these behaviours during the selection process:
- Managing a Quality Service
- Working Together
- Delivering at Pace
- Changing and Improving
- Communicating and Influencing
Benefits
Find out what it's like to work at the Maritime and Coastguard Agency
Allowances
£1,000 shift working allowance
Things you need to know
Selection process details
How to apply!
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.
Within your CV and personal statement please demonstrate your knowledge and experience of:
- Working in a fast paced, serviced-led, customer-facing environment.
- Delivering to set KPIs and objectives.
- Excellent communication skills: good telephone manner, including clear speech and the ability to demonstrate empathy and problem solve.
- Keeping accurate records and data input.
- Effective written and spoken communication.
Your personal statement will be limited to a maximum of 1,250 words.
The sift is due to take place on 13th & 14th March 2023.
Interviews/assessments will likely be held between 29th – 31st March 2023.
This interview could be conducted online via Teams or face to face at one of our offices. Further details will be provided to you should you be selected for interview.
We will try to meet the dates set out in the advert. There may be occasions when these dates will change. You will be provided with sufficient notice of the confirmed dates.
The selection process will be designed specifically for the role. As a result, your assessment could include:
- an interview, a presentation and a role play exercise.
You’re encouraged to become familiar with the role profile, as you may be assessed against any of the criteria recorded within.
Please see attached candidate notes for further information about our recruitment process.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
Further Information
For more information about how we hire, and for useful tips on submitting your application for this role, visit the How we hire page of our DfT Careers website.
Before submitting your application, we encourage you to visit our Recruitment in detail page of the DfT Careers website. You will find detailed information about the entire recruitment process and what to expect when applying for a role in the Civil Service.
Throughout this job advert there are links to the DfT Careers Website, which provides you further information to support your application. Should you be unable to access the information on our website, please email [email protected] for assistance.
Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.
A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.
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
Job contact :
Recruitment team :
Further information
If you are not satisfied with the response you receive from the Department, you can contact the Civil Service Commission: Visit the Civil Service Commission website Here
