Customer Support Centre Advisor

Brook Street; Ochrwyth; Hybrid; GBP 27,000; Full time

Job summary

A recruitment agency in Wales is seeking a Customer Support Advisor for the Intellectual Property Office. This hybrid role involves handling customer queries via calls and emails, with a pay rate of £13.90 per hour. Candidates must demonstrate strong customer service skills and effective communication. The position emphasizes a commitment to Continuous Improvement and collaboration across teams.

Responsibilities

• Handle diverse customer queries via phone and email.
• Log and escalate complex issues as needed.
• Book visitor appointments to the office.
• Maintain a Continuous Improvement mindset.

Skills

Tailored customer service

Dealing with challenging conversations

Written communication skills

Verbal communication skills

Organisational skills

Job description

Overview

Brook street currently have a fantastic opportunity to work within the Intellectual Property Office on a temporary basis as a Customer support advisor. Please see below description and apply directly if you feel you would be interested.

Pay rate - £13.90
Hours - Full time (37 hours per week)
Hybrid working (at least 20% office based)

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.

Main duties

• 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

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 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.