Support Officer - AO Band E

Brook Street; Birmingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A recruitment agency in Birmingham is seeking a Temporary Support Officer for the Public Sector. The role involves managing customer inquiries and providing application support primarily through phone contact, with a mix of administrative tasks. Ideal candidates should have customer service experience and be comfortable in a fast-paced environment. The position is temporary until March 31, 2026, with an hourly pay rate starting at £12.36.

Qualifications

• Previous contact centre experience is preferred.
• Ability to maintain a calm demeanor under pressure.
• Proficient in handling inbound calls efficiently.

Responsibilities

• Handle inbound calls from service users and legal professionals.
• Provide accurate updates on applications and court cases.
• Update and process case information.

Skills

Customer service experience

Excellent communication skills

Resilience

Listening skills

Ability to work in a fast-paced environment

Job description

Temporary Support Officer - Public Sector

Location: Birmingham, Hagley Road, B16 8PE
Hours: Monday to Friday, 37 hours per week (9am - 5pm, some flexibility required)
Contract: Temporary until 31st March 2026 (may be an extension but will be dependent on business need)
Pay Rate: £12.36 per hour, rising to £13.25 per hour
Start Date: split between 5th and 12th January 2026

About the Role

Our Public Sector client is looking for several Customer Advisors to join their Probate team, supporting service users by phone with application updates and general queries.

This is a telephone-based role within a busy service centre where you will be the first point of contact for members of the public and legal professionals. You'll provide clear, empathetic, and informative support - signposting, updating case details, and guiding users through the next steps in their process.

While the focus is on telephony, there will be an element of admin work. You must be comfortable spending most of your day on the phone and confident in explaining procedures clearly and calmly. You would be working on the phone lines from 9am - 1pm and then admin/email work 1pm - 5pm.

Key Responsibilities

• Handle inbound calls from service users and professionals
• Provide accurate updates and guidance on applications and court cases
• Process and update high-volume case information with precision
• Deliver a consistently high level of customer service in a sensitive service area

What We’re Looking For

• Ideally, previous contact centre or customer service experience
• A calm, assertive, and resilient approach
• Excellent communication and listening skills
• Comfortable working in a fast‑paced, phone-based environment

Training and Work Pattern

• 4–6 week fully onsite training programme via the in‑house training academy
• Training hours: 9:00am‑5:00pm (Monday to Friday)
• Once fully trained the role will be hybrid. 60% in the office 40% from home. Working pattern Monday to Monday in the office, Tuesday to Friday at home.

Please Note

• You must be available to start on either 5th or 12th January 2026
• Annual leave is not permitted during the initial 4–6 week training period
• A clear DBS and 3 years of referencing will need to be processed before starting

Apply now - due to high volumes, we may only respond to shortlisted candidates.

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.