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Customer Service Advisor

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Ministry of Justice

Nov 9, 2024

Applications are closed

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    Government & Politics
  • Birmingham

Requirements

  • Effective communication skills both written and verbal dealing with both external and internal stakeholders.
  • Excellent customer service skills including handling complex situations and dealing with uncertainty.
  • Ability to work to deadlines.
  • Ability to make decisions using evidence/information.
  • Work well as part of a team.
  • Ability to use computers and Microsoft 365.
  • Knowledge of Criminal Legal Aid.
  • Knowledge of the justice system.
  • Enjoys communicating with others and feels driven when dealing with customers to find a quick resolution.

Responsibilities

  • Receive inbound calls from providers of legal aid, members of the public and other customers with regards to Legal Aid – establish a high-quality working relationship with a variety of customers and take personal ownership of problems, ensuring successful resolution.
  • Provide customer advice and support over the telephone, by email or in written form. Moreover, be responsible for maintaining and improving customer satisfaction.
  • Work to reduce the number of incoming calls by educating providers regarding their submissions.
  • Document all calls accurately using appropriate methods. Apply standards consistently in order to meet personal productivity and quality targets.
  • Communicate clearly and effectively with all callers.
  • Work cooperatively and flexibly to ensure adequate staffing of customer service telephone lines at all times.
  • Recognise and manage assertive customer calls, referring to a Senior Customer Services Advisor where necessary.
  • Organise and prioritise own workload including length of call handling.
  • Ensure colleagues working in all areas of the organisation are kept informed of feedback from customers, actively promoting continuous improvement.

FAQs

What is the salary for the Customer Service Advisor position?

The salary for this position is £24,202.

How many jobs are available for the Customer Service Advisor role?

There is 1 job available for the Customer Service Advisor role.

What is the duration of the reserve list for this position?

The detail of the reserve list is 12 months.

Where is the Customer Service Advisor role located?

The role is located in Birmingham, specifically at LAA Level 3, 23 Stephenson Street, Birmingham, B2 4BH.

Is the Customer Service Advisor position permanent?

Yes, the Customer Service Advisor position is a permanent role.

What are the working patterns available for this role?

The working patterns available include full-time, part-time, part-time/job share, and flexible working.

Will the successful applicant have line management responsibilities?

No, the successful applicant will not have line management responsibilities.

What type of organization is the Legal Aid Agency (LAA)?

The Legal Aid Agency is an executive agency of the Ministry of Justice (MoJ) responsible for administrating the legal aid fund to provide criminal and civil legal aid advice.

What are the essential skills required for the Customer Service Advisor role?

Essential skills include effective communication skills, excellent customer service skills, ability to work to deadlines, decision-making based on evidence, teamwork skills, and proficiency in using computers and Microsoft 365.

When is the closing date for applications?

The closing date for applications is 22nd November 2024 at 23:55 hours.

How will the interview process be conducted?

If successful through the application stage, candidates will be invited to an interview via Microsoft Teams.

Are there any training opportunities provided?

Yes, the Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.

What are the benefits offered for this position?

Benefits include annual leave, pension schemes, training opportunities, and access to networks for employees from minority groups, among others.

How should applicants demonstrate their suitability for the role?

Applicants should provide a statement of suitability showing how they meet the essential criteria in no more than 500 words.

Can candidates with disabilities receive a guaranteed interview?

Yes, candidates with a disability who meet the essential criteria for the role will be offered a guaranteed interview.

What is the working arrangement for this position?

The Ministry of Justice offers hybrid working arrangements, with a minimum expectation of 60% of working time spent in the office.

Is knowledge of Criminal Legal Aid required for this role?

Knowledge of Criminal Legal Aid is considered desirable but not essential for the role.

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Ministry of Justice

We protect & advance the UK's principles of justice, working to deliver a world-class justice system for all.

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2007
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