Customer Service Agent

Brook Street; Liverpool; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

Join Brook Street as an AO Resolution Centre Agent where you will handle customer enquiries regarding the EU Settlement Scheme and immigration applications. This hybrid role involves a significant portion of telephony support, committed to delivering exceptional service to a diverse clientele. You will undergo full training for two weeks to equip you with the necessary skills for this role, which is temporary for six months with possible extension.

Qualifications

• Must hold a valid passport and have lived in the UK for over 5 years.
• Effective communication and problem-solving skills are essential.

Responsibilities

• Handle calls regarding EU Settlement Scheme and immigration applications.
• Provide informed responses to customers and manage queries efficiently.
• Input necessary customer information accurately in internal systems.

Skills

Customer service

Communication

Problem-solving

Job description

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HYBRID 60% office based, 40% remote working.

Hourly rate: £12.84

Contract: Temporary, 6 months with possibility of extension.

Working Days: Monday to Friday

Working Hours: 37 hours

Start Time: 8:45 am

End Time: 17:09 pm

Brook Street in partnership with the Home Office has a fantastic opportunity to join their Customer services - Visa, Status and Information Services department as aAO Resolution Centre Agent.

AO Resolution Centre Agents are telephony staff responsible for handling calls in relation to EU Settlement Scheme and Future Borders and Immigration applications. AO Resolution Centre Agents will deal with general customers of varying nationalities requiring advice on how to apply, application updates (EUSS and FBIS), digital status enquiries and rights to work and rent.

Key responsibilities:

As a Customer Agent, you will be trained and empowered to resolve all customer enquiries in a 'once and done' approach.

Responsibilities

The role will include:

• Answering phone calls in a polite and professional manner.
• Providing a complete and informed response on first contact to all customers.
• Reviewing customer information, including information provided as part of their application; assessing any further actions they may need to take and advising customers appropriately.
• Accurately inputting all necessary information on internal IT systems within required timelines so that customer contact is recorded; routing calls appropriately based on the information you receive.
• Taking responsibility for your own development needs, proactively maintaining and building your knowledge of relevant subjects following training.
• Committing to continuous improvement with willingness to take responsibility for identifying and/or implementing improvements.

Training:

No holidays during the 2 week training period. Full time training for 2 weeks.

You must hold a valid passport and must have lived in the UK for longer than 5 years. You can apply for the role with your CV. This role requires security clearance that will be processed for you, if successful.

Brook Street are 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.