Customer Service advisor

Customer Service Advisor

Temporary- 6 months | £13.90 per hour | Hybrid working (Newport-based office)

Are you organised, detail-focused, and experienced in office administration? We are seeking a Secure Examination Support Administrator to join our team and help deliver an accurate and reliable examination support service.

We are proud to be recruiting on behalf of an inclusive and forward-thinking public sector organisation, committed to delivering fair and accessible services for all. This is an excellent opportunity for the successful candidate to develop their skills, gain valuable public sector experience, and play a key role in supporting secure examination processes.

Our client offers fantastic onsite benefits such as a selection of Cafe's, Gym, Free onsite parking and much more.

Job Summary:

• The Customer Support Centre takes pride in helping our customers via conversations which are interesting and varied. Day to day you will be responding to emails in between answering calls, as well as transferring complex queries to the appropriate departments.

Though telephone experience is desirable, our focus is on recruiting staff that enjoy speaking to our customers and can tailor their approach to deliver a high-quality, efficient and accessible service. This will be achieved through a culture of accountability, respect and teamwork.

The department is made up of two supportive teams amounting to 20 people at full capacity. The working hours are weekly shifts alternating between 8am-4pm and 9am-5pm, with scheduled lunches and breaks to ensure adequate cover of phone lines. Weekly team office days take place to connect with your colleagues and assist in meeting the minimum of 20% office attendance.

The initial hybrid training program is completed over a four-week period, after which individuals begin handling calls with support before transitioning to independent work when prepared.

Main duties consist of but are not limited to:

• Handling a wide range of queries from a diverse customer base, covering general Intellectual Property topics and application processing via telephone and email. Forwarding complex calls and emails to the relevant departments.
• Logging and escalating complex queries as needed.
• Receiving new complaints and complex queries, escalating appropriately and involving the right subject matter experts.
• Booking visitor appointments to the office.
• Gathering data and obtaining customer permissions to support wider organisational needs.
• Maintaining a Continuous Improvement mindset by staying informed about CI practices and actively contributing ideas.
• Expanding knowledge through meaningful learning and embracing a personal growth mindset.
• Supporting training delivery and buddying colleagues when required.
• Participating in wider team, directorate, and corporate initiatives, and occasionally assisting other areas with workloads as part of a collaborative One IPO approach.

Essential criteria

• Providing tailored customer service
• Dealing with challenging conversations / identifying complaints
• Written and verbal communication skills
• Organisational skills

• Hybrid model - at least 20% office-based (Newport).
• First two weeks fully office-based for training.
• May be required to attend the office at short notice depending on business needs.

This is an excellent opportunity to join a professional team where accuracy, organisation, and attention to detail really make an impact.

Apply online today to be considered for this role.

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.