operational officer

Brook Street; Northampton; On-site; GBP 25,000 - 28,000; Full time

Benefits offered by this job

Guaranteed interview

Disability Confident Leader

Job summary

Brook Street is recruiting a Call Centre Agent (AO) to join our busy Northampton team. You will handle inbound public calls regarding Civil Money Claims, deliver prompt, polite support, and document call notes accurately in our systems.

We are seeking friendly, confident communicators who can work in a fast-paced environment, show empathy, and follow procedures. The role is office-based in NN1 2LH, 37 hours per week, with a daytime schedule.

Qualifications

• Excellent customer service mindset with a focus on accuracy.
• Clear written communication and ability to draft notes with proper spelling and grammar.
• Ability to multi-task and move between calls in a busy environment.
• Willingness to learn procedures, follow policies and adapt to change.

Responsibilities

• Handle inbound calls from the public about Civil Money Claims, providing prompt, polite and accurate support.
• Listen carefully to callers and respond with empathy and understanding.
• Draft clear, accurate call notes after each conversation on appropriate operating systems.
• Answer a broad range of telephone enquiries and escalate queries you cannot resolve from the file.
• Check and verify information to ensure documents meet quality standards.
• Collaborate with the team to implement SOPs and support small projects.
• Participate in training and team briefs to keep knowledge current.
• Use plain language in written responses to other teams where needed.
• Support continuous improvement to enhance the customer experience.

Skills

Customer service

Empathy

Written communication

Multi-tasking

Computer literacy

Policy adherence

Job description

Call Centre Agent (AO)

Location: NN1 2LH

Additional information:

• 37 hours per week, office based
• Pay rate: £12.86 per hour

If you're someone who naturally puts people at ease, enjoys variety in a fast-paced day, and takes pride in getting things right first time-this is a brilliant opportunity. Our Client is hiring for a busy HMCTS contact centre in Northampton, supporting customers with Civil Money Claims and helping them navigate stressful situations with clarity and empathy.

What you'll be doing:

• Handling inbound calls from the public about Civil Money Claims, providing prompt, polite and accurate support
• Listening carefully to each caller's circumstances and responding with empathy and understanding
• Drafting clear, accurate call notes after each conversation on the appropriate operating systems
• Answering a broad range of telephone enquiries and escalating queries you can't resolve from the case file
• Checking and verifying information to ensure administration documents meet quality standards
• Working with the team to problem-solve, assess the impact of new Standard Operating Procedures (SOPS), and contribute to small projects
• Participating in training, team briefs and office meetings to keep your knowledge sharp
• Using plain, simple language in written communication, including email responses to other teams where needed
• Supporting continuous improvement to enhance the customer experience using problem-solving tools and techniques
• Working between 08:30-17:00 on a scheduled basis (some reduced hours may be available between 10:00-17:00)

What you'll bring:

• A bright, friendly and courteous approach with a genuine focus on excellent customer service
• Confidence handling enquiries in a busy public-facing environment
• Good written communication skills-able to draft clear notes and check spelling and grammar
• The ability to multi-task and move quickly between calls in a fast-paced contact centre
• Strong decision-making habits: knowing when to ask questions, when to record decisions, and when to seek clarification
• A willingness to learn new procedures, follow policies and adapt to change
• Basic computer literacy at the level required for the role
• Commitment to working in line with the Civil Service Code of Conduct and Equality & Diversity expectations

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.

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.