Job Description

Contact Centre - APHA

Brook Street currently have a fantastic opportunity to work with Animal Plant Heath Agency in Cardiff as a Contact Centre operator. Please read the below description and if you feel you would be suitable, please apply direct.

Pay rate - £12.98
Hours - Full time (37 hours per week, Mon-Fri)
Hybrid working (60% office and 40% WFH)
Temporary position to start as soon as possible (DBS dependant) currently until 31/03/2026.

DUTIES OF THIS POSITION:

You will be working in a friendly and supportive team in a fast paced, reactive and varied role. You will need to have good IT and organisation skills and the flexibility to turn your hand to different tasks as the situation demands. The position is customer facing and will suit those who have an ability to communicate well to a diverse group of customers. You will be engaging with a broad range of partners and forming relationships with colleagues across the wider Defra team.

Some of these roles are primarily telephony roles where you will be taking inbound calls from customers and assisting them with their many and varied queries. You will use systems to process the calls, deal with the query and update customer information. In addition, you will make outbound calls to customers in order to seek or clarify information. Your role is to resolve queries wherever possible with a "once and done" approach.

Confidence in speaking to customers on the telephone and via email is an essential requirement for these roles as you will be responsible for answering emails within agreed timeframes and resolving stakeholder queries and questions.

Job holders will be expected to provide support to our customers in a wide variety of ways as well as to support the management team.

Relevant experience:
✔ IT Proficiency - Comfortable using Office 365 and administrative software
✔ Strong Communication Skills - Both verbal and written.
✔ Previous Administrative Experience - A plus, but not essential! If you're organised and detail-oriented, we want to hear from you

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.