Customer Support Centre Advisor

Brook Street; Newport; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A recruitment agency in Newport is seeking a Customer Support agent for a temporary role with the Intellectual Property Office. The position is full-time with a pay of £13.90 per hour, featuring hybrid work and responsibilities involving handling a variety of customer queries. Ideal candidates will have strong communication and organisational skills. Training will be provided to support a smooth transition to independent work.

Responsibilities

• Handle a wide range of queries from a diverse customer base.
• Log and escalate complex queries as needed.
• Book visitor appointments to the office.
• Maintain a Continuous Improvement mindset.
• Support training delivery and assist colleagues.

Skills

Tailored customer service

Dealing with challenging conversations

Written communication skills

Verbal communication skills

Organisational skills

Job description

Customer Support - IPO

Brook Street have a great opportunity to work with the Intellectual Property Office on a temporary basis. Please see the below details of the position and apply direct if you feel this position is of interest and suited to you.

Full time position (37 hours) Monday - Friday
Pay - £13.90 per hour

Temporary - 6 months

Hybrid working

Job Summary:
The Customer Support Centre takes pride in helping our customers via conversations which are interesting and varied. Day to day you will be responding to emails in between answering calls, as well as transferring complex queries to the appropriate departments.

Though telephone experience is desirable, our focus is on recruiting staff that enjoy speaking to our customers and can tailor their approach to deliver a high-quality, efficient and accessible service. This will be achieved through a culture of accountability, respect and teamwork.

The department is made up of two supportive teams amounting to 20 people at full capacity. The working hours are weekly shifts alternating between 8am-4pm and 9am-5pm, with scheduled lunches and breaks to ensure adequate cover of phone lines. Weekly team office days take place to connect with your colleagues and assist in meeting the minimum of 20% office attendance.

The initial hybrid training program is completed over a four-week period, after which individuals begin handling calls with support before transitioning to independent work when prepared.

Main duties consist of but are not limited to:

• Handling a wide range of queries from a diverse customer base, covering general Intellectual Property topics and application processing via telephone and email. Forwarding complex calls and emails to the relevant departments.
• Logging and escalating complex queries as needed.
• Receiving new complaints and complex queries, escalating appropriately and involving the right subject matter experts.
• Booking visitor appointments to the office.
• Gathering data and obtaining customer permissions to support wider organisational needs.
• Maintaining a Continuous Improvement mindset by staying informed about CI practices and actively contributing ideas.
• Expanding knowledge through meaningful learning and embracing a personal growth mindset.
• Supporting training delivery and buddying colleagues when required.
• Participating in wider team, directorate, and corporate initiatives, and occasionally assisting other areas with workloads as part of a collaborative One IPO approach.

Essential criteria

• Providing tailored customer service
• Dealing with challenging conversations / identifying complaints
• Written and verbal communication skills
• Organisational skills

Other Info

You will be expected to attend the office a minimum of 1 day a week (20% of your working hours). Although there may be flexibility to choose the day that suits you, you will also need to attend the office for training and other business essential work as and when required. This may be at short notice.

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.