Customer Service - Southport
- Recruiter
- Confidential
- Location
- Southport
- Salary
- Competitive
- Posted
- 26 Nov 2021
- Closes
- 24 Dec 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Permanent
- Hours
- Full Time
HMPO is a directorate of the Home Office and is a customer focused organisation providing passports for British citizens, passport verification services and overseeing the delivery of civil registration in England and Wales.
Job description
These roles are based in a telephony-based Contact Centre. As a Customer Contact Officer, you will be responsible for delivering a variety of customer focused activities within a customer service environment, to support the wider operational network.
These activities will primarily be via telephone, however, could also be via e-mail or letter or social media.
The Customer Service Management Team is located in Southport and operates 8:00am - 8:00pm Monday - Friday; 8:45am - 5:30pm on Saturdays.
The full time working week in Customer Service Management Team is 37 hours with a 36 minute daily lunch break.
Shifts include working 1 in 3 Saturdays and when a Saturday is worked you will be allocated a day off in lieu in the preceding week.
You may be required to work at any time between the hours of:
7:45 am and 8:00 pm on any day between Monday to Friday, and
8:45 am to 5:30 pm on Saturday.
Managers will agree working patterns with successful applicants within these business hours and review these as appropriate.
Responsibilities
Key Responsibilities to include (but not limited to):
To resolve all telephone queries and e-mail/twitter enquiries relating to Passport application and Certificate orders, within the established Service Level Agreement timescales.
Provide advice and guidance on a range of complex nationality, eligibility and procedural enquiries to customers of HMPO to safeguard the customer experience through the effective implementation of standards, policies and processes, or to provide advice and guidance on enquiries relating to Civil Registration.
To provide a comprehensive response to customer complaints ensuring identification of lessons learned.
To develop and maintain knowledge of legislation, policy, procedure and security guidelines.
To provide timely and excellent customer service
Investigating and following up queries using all information, systems or work tools available.
Working effectively within a fast-paced multi- tasking team-based environment to achieve team goals / targets.
Contributing to the development and improvement of team processes.
Taking responsibility for one's own personal attendance, performance and development.
Demonstrating and promoting HMPO Values in all areas of work.
Adhering to and complying with HMPO policies and procedures.
Working flexibly and providing support to other operational colleagues / areas as required.
Resolving customer problems fairly and effectively seeking to improve the customer experience through continuous improvement.
Essential Criteria
We are looking for people who:
Have proven ability to meet customer service targets and deadlines
Have excellent written and oral communication skills, with a wide range of diverse customers
Have proven experience of working in a customer facing environment and promoting good customer service and communication.
Are flexible and able to successfully perform a range of multi-skilled duties.
Display excellent interpersonal skills and are flexible, adaptable and creative in solving problems and dealing with change.
Have a strong sense of personal ethics and honesty.
Are able to confidently manage potentially difficult and challenging situations.
Can demonstrate sound interpersonal, communication and relationship building skills and thrive working as part of a team.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website
Job description
These roles are based in a telephony-based Contact Centre. As a Customer Contact Officer, you will be responsible for delivering a variety of customer focused activities within a customer service environment, to support the wider operational network.
These activities will primarily be via telephone, however, could also be via e-mail or letter or social media.
The Customer Service Management Team is located in Southport and operates 8:00am - 8:00pm Monday - Friday; 8:45am - 5:30pm on Saturdays.
The full time working week in Customer Service Management Team is 37 hours with a 36 minute daily lunch break.
Shifts include working 1 in 3 Saturdays and when a Saturday is worked you will be allocated a day off in lieu in the preceding week.
You may be required to work at any time between the hours of:
7:45 am and 8:00 pm on any day between Monday to Friday, and
8:45 am to 5:30 pm on Saturday.
Managers will agree working patterns with successful applicants within these business hours and review these as appropriate.
Responsibilities
Key Responsibilities to include (but not limited to):
To resolve all telephone queries and e-mail/twitter enquiries relating to Passport application and Certificate orders, within the established Service Level Agreement timescales.
Provide advice and guidance on a range of complex nationality, eligibility and procedural enquiries to customers of HMPO to safeguard the customer experience through the effective implementation of standards, policies and processes, or to provide advice and guidance on enquiries relating to Civil Registration.
To provide a comprehensive response to customer complaints ensuring identification of lessons learned.
To develop and maintain knowledge of legislation, policy, procedure and security guidelines.
To provide timely and excellent customer service
Investigating and following up queries using all information, systems or work tools available.
Working effectively within a fast-paced multi- tasking team-based environment to achieve team goals / targets.
Contributing to the development and improvement of team processes.
Taking responsibility for one's own personal attendance, performance and development.
Demonstrating and promoting HMPO Values in all areas of work.
Adhering to and complying with HMPO policies and procedures.
Working flexibly and providing support to other operational colleagues / areas as required.
Resolving customer problems fairly and effectively seeking to improve the customer experience through continuous improvement.
Essential Criteria
We are looking for people who:
Have proven ability to meet customer service targets and deadlines
Have excellent written and oral communication skills, with a wide range of diverse customers
Have proven experience of working in a customer facing environment and promoting good customer service and communication.
Are flexible and able to successfully perform a range of multi-skilled duties.
Display excellent interpersonal skills and are flexible, adaptable and creative in solving problems and dealing with change.
Have a strong sense of personal ethics and honesty.
Are able to confidently manage potentially difficult and challenging situations.
Can demonstrate sound interpersonal, communication and relationship building skills and thrive working as part of a team.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website