Admin Officer (Telephony)

Public Sector Resourcing; Stoke-on-Trent; In loco; GBP 15.000 - 21.000; Tempo pieno

Descrizione del lavoro

Brook Street is recruiting for an Admin Officer (Telephony) based at Bennett House, Stoke-on-Trent. Working hours are 9:00am–5:00pm, Monday to Friday, 37 hours per week. The role focuses on handling telephony, guiding users to access justice with professionalism and accuracy.

You will take and make calls, provide clear information using service scripts, and ensure records are updated with careful attention to data protection and process compliance. A Basic DBS check is required.

Competenze

• Clear, confident and professional communication, both verbal and written.
• Strong telephone presence with excellent listening skills.
• Basic IT confidence including computers, email and Microsoft Office.
• Attention to detail to ensure accurate updates and records.
• Problem-solving mindset and initiative to handle queries.

Mansioni

• Taking and making calls throughout the day with a confident, professional telephone manner.
• Answering questions clearly and directing callers to the right place using scripts and articles.
• Escalating queries to the right teams while providing immediate responses to prevent escalation.
• Following complaints policies and procedures and updating records as required.
• Processing work using standard operating procedures to meet performance targets.
• Handling case files with accurate data entry and secure information management.
• Identifying relevant HMCTS buildings and informing SPoS when required.

Conoscenze

Clear communication

Telephone presence

Attention to detail

Problem solving

Verbal and written communication

Strumenti

Microsoft Office

Descrizione del lavoro

Admin Officer (Telephony)
Location: Bennett House Stoke on Trent, ST1 2QB
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 register your interest and state the role that you are interested in. We are committed 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.