Customer Support Officer/Call Handlers

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

Job summary

A leading recruitment agency in Leicester is seeking a Customer Support Officer/Call Handler. This role involves providing support to the public by managing inquiries and delivering resolutions. The position offers a hybrid working model after the initial training period, along with a competitive hourly rate. Candidates should have strong customer service skills and be adaptable in a fast-paced environment.

Qualifications

• Experience in customer service or similar roles preferred.
• Strong communication skills are essential.
• Ability to adapt and solve problems effectively.

Responsibilities

• Provide excellent customer service to the public.
• Field calls and assist with claims.
• Maintain contact with court staff for processing.

Skills

Dealing with customers

Clear and understandable communication

Time management

Confident with technology

Ability to deal with difficult customers

Proactive thinking

Job description

Overview

MOJ - Customer Support Officer/Call Handlers
Customer Support Officer/Call Handlers
Location: Sovereign House, 17 Princess Road West, Leicester, LE1 6TR
Hybrid working. 3 days in the office based on performance and any support needed. First 4 weeks of training is fully office based.
Hourly rate: £12.36 per hour
Working Days/Hours: 37 hours per week, Monday-Friday 8:30AM-5PM Earliest start will be 8.30 am and latest finish would be 6pm
Contract: This is a temporary position for 6/12 months but due to be extended pending performance and business needs

Brook Street in partnership with the Ministry of Justice has a fantastic opportunity to join their team as a Customer Support Officer/Call Handlers. This is a great opportunity to gain valuable exposure/experience working within the Public Sector.

Experience / Qualifications

• Dealing with customers
• Clear and understandable communication
• Time management
• Confident with technology
• Ability to deal with difficult customers
• Proactive thinking

Responsibilities

• Have a positive approach and a can-do attitude. You'll need to be open to change and not be afraid to take on challenges.
• Have flexibility and the ability to adapt across teams and processes. Demonstrate flexibility in thinking and adapt to new situations, including those outside your area.
• Work in a fast-paced, challenging environment with the customer at the heart of everything we do.
• Field calls from the public seeking assistance issuing or responding to their claim
• Keeping regular contact with court staff at processing sites throughout the country
• Deliver customer query resolution across various customer contact channels. Consistently meeting performance indicators for accuracy and timeliness across all channels.

Clearance and Training

• Clearance level: Basic DBS (to be applied for by Brook Street upon successful application)
• Training provided: No annual leave whilst in training. Dedicated trainer, shadow hearings. 4 weeks training to be done onsite.
• Additional clearance: Period of 6 months or longer spent outside of the UK in the last 5 years requires an overseas police check; candidate responsible for providing.

Additional Information

Brook Street are proud to support the Armed Forces Covenant and 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 with Gold Award status from the Defence Employer Recognition Scheme, Brook Street will offer a guaranteed interview with a PSR Sourcer. If 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, contact us via the Brook Street website to register interest and state the role of interest. Where there is a high volume of ex-military candidates/military spouses/partners, Brook Street will interview the best candidates from within that group.