Job Description

Are you looking for a Customer Service Advisor role?

10.51 p/h

0730-1700: Working hours are 16 hours per week, 2 evenings a week and 8.0 hour Sunday. The shifts would be Wednesday 1630-2000, Thursday 1600-2000 and Sunday 0730-1700.
Description:

Job Description
Working in the fast paced Customer Contact Centre you will be the first point of contact for calls coming into Public Sector Prisons within England and Wales. You will provide information from the internal database such as "How do I book a visit" or "What items can I post to the Prison." Where information is not readily available on our database you will transfer the call to a Prison member of staff for them to take forward.

You will also be handling calls for the MOJ and HM Prison and Probation Service Public Enquiries Lines as well as operating the Gold Command Line for the Prison Service's National Incident Management Line

SSCL is a growing Organisation which provides cross Government HR and Finance Shared Services. Flexibility and a positive attitude towards change are essential.

If you have a passion for delivering customer service excellence, work well in a fast paced environment and a resilient personality you will fit in with us - full training will be provided and there are good opportunities to progress within our growing organisation.

Deliverables:
Answer all incoming/outgoing calls in line with current service level agreements
Respond to all emails and internal service requests in line with current service level agreements. Not applicable to Switchboard Services however will be required if moving into another area in the Future
Use the internal system to provide an accurate and timely response, or escalate queries where applicable.
Be customer focused at all times ensuring that excellent customer service is provided on all calls.
Highlight any improvement opportunities
Be a part of process and service improvements whether through suggestion or implementation.
Work as part of a strong team to deliver results during peak times where calls are peaking. Ensure adherence to designated breaks and lunches, and that you are proactive in resolving queries both accurately and quickly.
Flexibility with shift patterns which range from 0700 starts to 2000 finishes. Core hours are between 0800 - 1800, Monday to Friday however we run the service 365 days a year so you may be requested to work weekends, bank holidays or evening shifts until 8pm on weekdays. This will always be done on a preference system where possible and appropriate notice of shift changes would be given.
Work with honesty and integrity.

Skills & Qualifications
Skills, knowledge & experience:
Essential - Customer service experience
Essential - Computer literacy & keyboard skills
Desirable - contact centre environment

Personal attributes:
Willingness to learn new systems & cross train for multiple clients within the SSC
A positive attitude & a desire to help customers
Flexible attitude
Being able to work on own initiative & as part of a successful team to succeed on a daily basis