Customer Service Advisor

at  Ministry of Justice

Salary
£24,202
Number of jobs available
1
Detail of reserve list
12 Months
Region
West Midlands
City/Town
Birmingham
Building/Site
LAA Level 3, 23 Stephenson Street, Birmingham, B2 4BH
Grade
AO
Organisation Grade for MoJ
AO
Post Type
Permanent
Working Pattern
Full Time, Part Time, Part Time/Job Share, Flexible Working
Role Type
Operational Delivery
Will the successful applicant have line manager responsibilities?
No
Job description
Job Title & Grade: Customer Service Advisor AO
Contract Type: Permanent
Salary range (depending on location): National - £23,311 to £24,202
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: Birmingham
Directorate: Case Management
Team: Customer Service Team

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.
• Work well as part of a team.
• Ability to use computers and Microsoft 365.

DESIRABLE KNOWLEDGE, EXPERIENCE AND SKILLS

• Knowledge of Criminal Legal Aid.
• Knowledge of the justice system.

DIVERSITY & INCLUSION

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy.
Interview dates
Interviews are planned for week commencing 9th December 2024
Closing Date:
22/11/2024, 23:55 hours.
Contact information
If you require any assistance please call 0345 241 5359 (Monday to Friday 8am - 6pm) or e mail Moj-recruitment-vetting-enquiries@gov.sscl.com
Please quote the job reference - 92085.
To apply for roles in MOJ you will need to confirm your employment history for at least 3 years prior to the date of application so that pre-employment checks (BPSS) can be undertaken. If you have spent significant time abroad (a total of 6 months in the past 3 years) you would be required to give a reasonable account of the reasons why.
For some roles you will be required to successfully complete National Security Vetting at Counter Terrorism (CTC), Security Clearance (SC) or Developed Vetting (DV) level as a condition of appointment. To meet CTC/SC/DV requirements you will normally need to have been resident in the UK for at least 3/5/10 years prior to the date of application (The level of checks that are required are stated in the advert).

If you do not meet the above requirements, you may still be considered if, for example:

• You’ve been serving overseas with HM Forces or in some other official capacity as a representative of HM Government
• You were studying abroad
• You were living overseas with parents

In such cases you will need to be able to provide referee cover for the period(s) of residence overseas. The duration of overseas residence and the country of abode will also be taken into account.
Success Profiles
Success Profiles will enable a fairer and more inclusive method of recruitment by enabling us to assess the range of experiences, abilities, strengths, behaviours and technical/professional skills required for different roles. This flexible approach to recruitment focuses more on finding the right candidate for the specific role. To find out more about Success Profiles to support your application please click here for further guidance.
if you feel that your application has not been treated in line with the Civil Service Recruitment Principles, please contact SSCL (Moj-recruitment-vetting-enquiries@gov.sscl.com) in the first instance
Supporting document 1
Job Description - AO Customer Service Advisor - Birmingham.docx – 140KB Opens in a new window
Converted File Job Description - AO Customer Service Advisor - Birmingham.docx.pdf – 116KB Opens in a new window
We have provided detail of the assessment stages and areas being assessed to help you prepare for completing your application form, and to advise of what will be assessed following this, if you successfully pass the application stage.

• 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.