Admin Officer (Telephony)

Brook Street; Hempstalls; In loco; GBP 15.000 - 21.000; Tempo pieno

Descrizione del lavoro

Brook Street is hiring for an Admin Officers role focused on telephony-based support. The position requires handling calls, guiding users to the right resources, and updating records with careful data entry and adherence to retention policies.

The role includes a BASIC DBS check in onboarding, and Brook Street highlights its commitment to veterans and military spouses with guaranteed interviews and Defence Employer Recognition Scheme awards.

Competenze

• Clear, confident verbal and written communication.
• Strong telephone manner with professional composure.
• Basic IT skills and comfort with multiple systems.

Mansioni

• Taking and making calls, handling enquiries with a confident manner.
• Direct callers to the right place using scripts and knowledge articles.
• Escalate queries while providing immediate responses to prevent escalation.
• Follow complaints procedures and support users through the process.
• Process work using SOPs to meet performance targets and ensure standards.
• Handle case files with accurate data entry and secure information management.
• Identify relevant HMCTS buildings and inform SPoS when required.

Conoscenze

Telephone presence

Professional communication

IT literacy

Strumenti

Microsoft Office

Descrizione del lavoro

Working Days: 37 hours per week, Monday to Friday

Working Pattern: 9:00am - 5:00pm

Pay rate: £12.86 per hour

Looking for a role where your voice, your attention to detail, and your everyday professionalism really matter? Our Client is hiring for Admin Officers, looking for a confident telephony-based role to join a friendly team and support users to access justice effectively-one call at a time.

What you'll be doing:

• Taking and making calls throughout the day, handling incoming and outbound enquiries with a confident, professional telephone manner
• Answering questions clearly and consistently, using service scripts and knowledge articles to direct callers to the right place
• Escalating queries to the right teams when needed, while providing immediate responses to help prevent escalation
• Following complaints policies and procedures, supporting users through the process and updating records as required
• Processing work using standard operating procedures to meet performance targets and keep service standards high
• Handling case files with accurate data entry, secure information management, and compliance with retention and data loss protocols
• Identifying relevant HMCTS buildings and informing the Senior Person on Site (SPoS) when required

What you'll bring:

• Clear, confident and professional communication-both verbal and written
• A strong telephone presence, excellent listening skills, and the ability to handle calls professionally and efficiently
• Basic IT confidence, including computers, email, and Microsoft Office, with the ability to navigate different systems
• Attention to detail to ensure accurate updates, records, and consistent procedure-following
• Problem-solving mindset-using initiative to deal appropriately with queries and issues

Additional information:

If you're successful in your application a BASIC DBS will be required as part of the on-boarding checks with Brook Street.

If you enjoy supporting people, take pride in getting things right, and can stay calm and clear on the phone, we'd love to hear from you.

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 registeryour interestand state the role that you are interested in.We arecommitted 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.