JOB SUMMARY

Please refer to Job Description

JOB DESCRIPTION

Job Title & Grade: Customer Service Advisor – AO
Contract Type: Permanent
Salary range (depending on location): National - £25,582
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, Birmingham and Bristol
Directorate: Case Management
Team: Customer Service Team
Working Pattern: The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely (as part of hybrid working), 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 we need cover for a minimum of 28 hours and to cover 4 days of the week, your working days must include Monday and Friday.
To meet legal requirements, if you are between the ages 16-18 and you are a successful candidate, you will be required to complete an apprenticeship after your initial on the job training.
Reporting to: Team Supervisor
Closing date for applications: 3rd September 2025

JOB SUMMARY

To provide 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.

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 work to deadlines.
• Ability to make decisions using evidence/information.
• Evidence of being part of a team in a working or studying environment
• Ability to use computers and Microsoft 365.

PERSON SPECIFICATION

No prior experience is required, as full training will be provided. However, we are looking for someone who:

• Works well both independently and as part of a team.
• Enjoys being part of a fast-paced and rewarding work environment.

Brings a positive, can-do attitude and a genuine enthusiasm for learning.
Enjoys communicating with others and feels driven when dealing with customers to find a quick resolution.

PERSON SPECIFICATION

Please refer to Job Description

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

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.