Job Description

Brook Street are recruiting for a Customer Support Advisor in Romford.
This is a full-time temporary role for 6 months.
Hours of work- 9-5
Contract- temporary
Salary- 12.29 per hour

Duties include but are not limited to:
Address and manage customer queries received via calls.
Use Magistrates' Court systems (e.g. Libra, Store) to provide answers to case specific queries
Provide consistent answers to queries. This will involve working to some basic core scripts and providing answers from a central repository of information, maintained by the Contact Team.
Resolve most queries at the first point of contact, only handing off calls to the Admin Centres in accordance with pre-agreed Service Level Agreements. Assess information and make decisions to ensure relevant guidance is given to customers.
Ensure that queries are addressed at the correct level by escalating queries that cannot be answered in accordance with the Service Level Agreement (SLA).
Working as a team, solve problems.
Share best practice and knowledge with colleagues.
Collect data accurately using a call logger, digital operating platforms and/or manual survey. Record praise and complaints on the HMCTS centralised database where required.
Provide informal training to less experienced team members as required.


The successful candidate should have proven customer service and administrative experience and will be subject to compliance checks including a DBS.