Customer Support Centre Advisor

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

Job summary

A recruitment agency is seeking a Customer Support Advisor to work within the Intellectual Property Office. The role involves responding to customer queries via email and phone, handling a variety of topics, and providing tailored customer service. Ideal candidates will possess strong communication and organisational skills, with a focus on continuous improvement. This position offers a pay rate of £13.90 and operates on a hybrid working model.

Qualifications

• Experience in customer service or customer support.
• Ability to handle challenging conversations and complaints.
• Strong organisational skills and a Continuous Improvement mindset.

Responsibilities

• Responding to emails and answering calls from customers.
• Handling a wide range of queries related to Intellectual Property.
• Logging and escalating complex queries as needed.

Skills

Excellent verbal and written communication

Organisational skills

Customer service skills

Job description

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 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.
• 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 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.

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