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Customer Service Advisor

Job Description

A fantastic opportunity has opened up to work full time in a temporary position in Southport, within a Government body as a Customer Service Advisor. This role is for approx 3 months with possible extension. The pay rate for the first 12 weeks of work is £7.98, after 12 weeks of work have been completed the pay rate goes up to £10.60 per hour.
You will be working 37 hours a week, Monday through to Friday. You will be expected to work 1:3 Saturday's and when you do you will have a day off in the previous week.
As a Customer Service Advisor you will be responsible for delivering a variety of customer focused activities within a customer service environment e.g. by telephone, e-mail or letter to support the wider HM Passport Office operational network.
Key Responsibilities
o To resolve incoming telephone and e-mail enquiries relating to Passport applications and Certificate orders, within the established Service Level Agreement timescales.
o To provide advice and guidance on a range of complex nationality, eligibility and procedural enquiries to customers, to safeguard the customer experience through the effective implementation of standards, policies and processes.
o To provide a comprehensive response to customer complaints ensuring identification of lessons learned.
o To develop and maintain knowledge of legislation, policy, procedure and security guidelines.
o To provide timely and excellent customer service.
o To maintain security and confidentiality at all times and adhere to staff policies and procedures


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