Customer Service Advisor

Government Recruitment Service; Cardiff; On-site; GBP 25,000 - 30,000; Full time

Job summary

A public service organization in Cardiff is seeking a Customer Service Advisor to provide exceptional support to UK Ship Register customers. The role involves managing customer inquiries across various platforms, ensuring accurate documentation, and achieving performance targets. Ideal candidates will possess strong communication skills and a commitment to customer satisfaction.

Benefits

Employer pension contribution of 28.97%

25 days annual leave plus bank holidays

Qualifications

• Ability to provide professional customer service to diverse clients.
• Experience in handling customer inquiries and resolving issues.
• Proficient in maintaining accurate records and data management.

Responsibilities

• Answer customer queries via telephone and provide accurate information.
• Proactively manage all customer queries in accordance with regulations.
• Ensure all customer documentation is correct and compliant with regulations.

Skills

Excellent communication

Organisational skills

Customer service focus

Job description

Overview

Are you an organised individual who enjoys working in a fast-paced, contact centre environment?

Are you an excellent communicator who prides themselves on delivering an accurate, first-class customer service?

Would you like to make a difference by supporting customers across the UK?

If so, we’d love to hear from you!

The MCA implements the government’s maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea. Safer lives. Safer Ships. Cleaner Seas. Our vision is to be a world-leading organisation, accelerating the transition to sustainable shipping with non-negotiable safety standards. We put our people, our customers and our planet at the heart of everything we do. We are committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams. We want everyone to feel valued and supported to achieve their potential at MCA. This culture of inclusion is underpinned by our staff networks groups covering, Women’s, LGBTQI+, Race, Carers, Mental Wellbeing and volunteer Respect Ambassadors.

Joining our department comes with many benefits, including:

Benefits

• Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
• 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave), plus 8 bank holidays a privilege day for the King’s birthday

Read more in the Benefits section below!

Find out more about what it's like working at Maritime and Coastguard Agency - Department for Transport Careers

The UK Ship Register (UKSR) is part of the MCA and works to promote the UK flag worldwide to Quality Owners with Quality Ships. Within the UKSR the Registry of Shipping & Seamen (RSS) in Cardiff is responsible for providing front line Customer Service and the issuing of Ships Registration and Seafarers Documentation.

Role

As the Customer Service Advisor, it will be your responsibility to provide a first class, professional Customer Service to existing and potential UK Ship Register customers. Working as part of the team, you will deal with all customer enquiries, maintain accurate records, process customer and online activity in line with the requirements for Ship Registration and/or the issue of Seafarer documentation.

This is an exciting opportunity to join our team as a Customer Service Advisor where you will provide a first class, professional Customer Service to existing and potential UK Ship Register customers. The role does not involve any sales.

During probation period, you will be expected to work full time at our office based at the Registry of Shipping and Seaman in Cardiff.

Your responsibilities will include, but aren’t limited to:

• Answering customer queries via telephone and providing accurate information in a polite and professional manner.
• Proactively managing all customer queries in line with Regulations, delivering first-call resolution where possible.
• Responding to customers via written and electronic correspondence by ensuring all UK Ship Register documentation is correct and complies with relevant Regulations.
• Ensuring all customer and vessel details are accurately recorded on the Digital UKSR system and other MCA databases used.
• Providing a registration process which is delivered within agreed service levels, dealing with all customer enquiries and issues as they arise.
• Achieving a level of personal performance which meets required key performance indicators and volume targets and contributes to the success of the team.
• Processing customer applications and all documentation to ensure all certification and issued documentation is accurate and received by the customer in a timely manner.
• Processing all customer payments ensuring all action taken is GDPR compliant.

For further information on the role, please read the role profile. Please note that the role profile is for information purposes only - whilst all elements are relevant to the role, they may not all be assessed during the recruitment process. This job advert will detail exactly what will be assessed during the recruitment process.