JOB SUMMARY

The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.
The Real Time Officer is responsible for the scheduling and monitoring of Customer Service Agent availability to meet the demand of the contact centre. The post holder is also responsible for changes and management of contact centre technologies and the production and distribution of management information/statistics.
In line with the agency’s One Service approach, the successful applicant will also be responsible for supporting other directorates with the duties listed below and with other duties suited to their grade as required by their line manager.
Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 10 active employee network groups available to join or become an ally, these include, Carers Network, Disability & Health, FACES Network Group, Grass Roots, LGBT+, Mind Matters, No Limits, Part Time Workers, The Shed, and Women’s Network Group.
We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.
The Insolvency Service is a great place to work, learn and grow your career!

JOB DESCRIPTION

The role of the Real Time Officer within the Customer Service Team offers the exciting opportunity for an enthusiastic person to be part of a modernised approach to handling email and telephone contact as well as other potential channels of communication with our customers.

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

RESPONSIBILITIES:

The key responsibilities of the post are as follows:

• To create a schedule to manage sufficient resource to deliver telephony and administration customer contact to agreed targets.
• To monitor and update the schedule to deal with fluctuations in available resource and demand.
• To report against operational service standards, including volume, average handling time, staff adherence and forecast accuracy across all service lines.
• To support the consistent, appropriate and accurate use of the phone system by actively correcting advisor behaviours in real-time.
• To influence service standard outcomes by working in conjunction with Office Managers to help support advisors in meeting agreed standards.
• To support the Management Team by providing insight and management and statistical information.
• To work in conjunction with wider management team to create best practice to improve team performance.

Please note: Part-time applicants must be able to work a minimum of 36 hours to ensure the roles and responsibilities of the job can be met.

We want you to have a good work-life balance and want to support you in all that you do, so we offer a great benefits package including:

• flexible working arrangements and flexi-time
• full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after 5 years’ service
• in addition to this you are entitled to 8 public/bank holidays plus an additional day of privilege leave
• competitive maternity, paternity and parental leave
• 5 days paid leave for learning and development
• 5 days paid for volunteering
• a Cycle to work scheme
• staff have access to an employee assistance programme, Workplace Wellness, for confidential, independent support and advice during difficult times in either their professional or personal lif