Customer Service Agent

Customer Service Agent - APHA

Location: York, YO1 7PX
Pay: £13.47 per hour (some shifts may receive a 12.5% allowance)
Hours: Full-time, 37-40 hours per week
Contract: Temporary
Sector: Public Sector

You will work on a rotating shift pattern and must be available between 06:00 and Midnight, Monday to Sunday.

A Little Bit About Us

Brook Street is one of the UK's leading recruitment agencies, matching thousands of people every year with roles that help them reach their potential. We pride ourselves on providing a professional, supportive service for candidates and clients alike.

About the Client

The Animal & Plant Health Agency (APHA) helps protect the UK's people, environment and economy by safeguarding animal and plant health.

This role is based within the Centre for International Trade, supporting services that allow the safe import and export of live animals, plants and plant products.

Day-to-Day Tasks

You will work in a busy, collaborative environment where priorities may change rapidly. Strong communication skills, attention to detail and flexibility are important.

Typical tasks include:

• Producing export certificates for plants and plant products
• Checking documentation for plant imports entering the UK
• Providing advice to customers on import/export requirements
• Coordinating inspections of goods
• Answering telephone and email enquiries, and resolving issues
• Managing billing enquiries and correcting invoicing errors
• Classifying seed potatoes to ensure health and quality compliance
• Registering and authorising operators for UK plant passport production
• Supporting authorisations for restricted material used for research and education

You will work with a broad range of customers and stakeholders, supporting critical bio security measures that protect UK agriculture and the food chain.

Working Hours & Shift Pattern

This is a full-time role working an average of 37 hours per week (excluding breaks).

You will work a varying shift pattern which may include:

• Early mornings or late evenings
• Weekends and public holidays
• Patterns such as 4 days on / 4 days off, depending on business needs

You will normally receive at least 4 weeks' notice of shift changes, although at times shorter notice may be required.

During the first 4 weeks, you will work Monday-Friday, 9am-5pm onsite for training.
After training, shifts outside standard office hours will usually be worked from home.

Some shift patterns may attract a 12.5% shift allowance, subject to eligibility under policy.

Flexibility in working hours is reflected in your basic pay.

Working hours and any allowances will be discussed with you when you join.

What's in it for you?

• Comprehensive induction and training programme
• Opportunity to contribute to protecting national bio security
• Experience working with diverse stakeholders
• Development of valuable customer service and regulatory skills
• Supportive team working environment

If you are organised, customer-focused and motivated by meaningful work, we would welcome your application.

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.