Senior Customer Service Advisor

HOUSE OF COMMONS; London; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Senior Customer Services Advisor to enhance the customer experience within the Houses of Parliament. This role involves providing first-class service to both internal and external customers, managing complex inquiries, and ensuring that the highest standards of service are upheld. You will be a key player in a team that values professionalism and customer satisfaction, contributing to a vital service that supports the democratic process. Join a dynamic environment where your skills will be valued and your contributions will make a real difference.

Benefits

30 days' annual leave

Civil Service pension

Access to training and development

Flexible working

Interest-free season ticket loan

Bicycle loan

Qualifications

• Experience in a call handling environment with a customer-focused approach.
• Ability to supervise and motivate team members while promoting inclusion.

Responsibilities

• Act as the first point of contact for customer service inquiries.
• Ensure high standards of service and resolve queries effectively.

Skills

Call Handling Experience

Customer Service Skills

Team Leadership

Problem Solving

Job description

UK Parliament

Working at the UK Parliament offers a unique and rewarding career at the heart of the UK's democratic system.

With a wide range of roles available, our impartial colleagues enable the day to day running of the House of Commons, House of Lords and Joint Departments. Together, we make Parliament happen.

Staff Benefits

In addition to your salary, we offer an attractive range of benefits including:

• 30 days' annual leave (increasing to 35 days after first full leave year).
• Civil Service pension with an average employer contribution of 28.97%.
• Access to training and development.
• Flexible working.
• Interest free season ticket loan and bicycle loan.

Introduction

The Customer Experience and Service Delivery Team supports the delivery of the House Service Strategy with the aim of delivering a comfortable, safe, and efficient environment for Members, passholders and the public. This role will be based in the Customer Services Team, within Customer Experience and Service Delivery, and reporting to the Director of Customer Strategy and Retail.

The Role

The Houses of Parliament Contact Centre is a bicameral service for Members of both Houses and other colleagues. It will be responsible for answering over 115,000 calls per year, as well as responding to email enquiries and providing a face to face service. It has been outsourced over several years and is being brought in house to support growing business needs.

The goal is to provide a much-enhanced service, providing a high-quality, extremely knowledgeable hub of fast information and problem solving covering all services provided within Parliament. A project is currently underway to source and procure a high-quality digital solution to support this.

Senior Customer Services Advisors will be the first point of contact for providing first class customer service to external and internal customers contacting the Parliamentary Contact Centre, the feedback scheme and the in-person information points. The feedback scheme will be exclusively managed by Senior Advisors, with support from Team Leaders.

Some of the responsibilities for this role include:

• Act as the first point of contact for providing first class customer service on complex issues to external and internal customers via telephone, the feedback scheme and the in-person information points.
• Ensure the highest standards are followed, and customers receive polite, prompt, friendly, accurate and helpful service that provides a first-time resolution where possible.
• Answer priority calls from the Members of both Houses and their staff, taking ownership to resolve queries on a wide range of subjects.

Skills and Experience

To be successful in this role you will demonstrate:

• Good experience working in a call handling environment, with knowledge of call centre / switchboard / ticketing / information line or similar customer services'. Must be a customer-focused operator with a "can do" approach.
• Confident working with a wide range of customers, including the general public and high profile individuals, through a variety of methods to promote a first-class, professional experience that always exceeds expectations.
• Proven experience of working well in a team, including supervising and motivating others; coaching advisors on new skills while upholding the principles of equality, diversity and inclusion.

Next Steps and Additional Information

• CV & Application - If you would like to apply for this role, please submit your CV and evidence against criterions 1,2,3 and 4.

More information on the role and the full criteria can be found in the Job Description.

Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances.

Please ensure that you anonymise your application by removing any identifiable factors from your CV or Supporting Statement.

We may close the vacancy prior to the closing date stated due to a high volume of applications.

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