A2/AO Customer Service Agent
| Posting date: | 13 May 2024 |
|---|---|
| Salary: | £22,183 per year |
| Hours: | Full time |
| Closing date: | 26 May 2024 |
| Location: | Edinburgh |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 353471/1 |
Summary
Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 10 active employee network groups available to join or become an ally, these include, Carers Network, Disability & Health, FACES Network Group, Grass Roots, LGBT+, Mind Matters, No Limits, Part Time Workers, The Shed, and Women’s Network Group.
We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.
The Insolvency Service is a great place to work, learn and grow your career!
The successful applicants will be part of a team that receives customers queries via telephone or email and is responsible for resolving these or referring more complex queries to other teams for further investigation. The team is also responsible for completing administration tasks that support the wider Insolvency Service.
Post holders will need to be flexible to accommodate the rapidly changing needs of the agency, along with having the ability to work independently or with colleagues.
We support the main purpose of the Insolvency Service, delivering economic confidence, supporting those in financial distress, tackling financial wrongdoing and maximising returns to creditors by:
- Making statutory redundancy payments to employees of insolvent companies
- Managing the Debt Relief Order process and administering the online bankruptcy application process and Breathing Space process
- Identifying wrongdoing associated with Debt Relief Orders and redundancy payment applications
- Providing a first point of contact for all insolvency related telephone enquiries
- Processing distributions to creditors from PPI compensation payments
- Providing estate accounting and other business services to the Agency
This is an exciting new role within the Customer Service Team. As a customer service officer you will be first point of contact for the redundancy payments team and the Insolvency team.
You will Answer a broad spectrum of customer service enquiries (telephone & emails) for multiple business units and provide excellent customer service both orally and in writing.
Responsibilities
Successful applicants will be required to:
- Answer a broad spectrum of customer service enquiries (telephone & emails) for multiple business units
- Provide excellent customer service both orally and in writing
- Provide administrative assistance to various business units within BSD.
- Ensure all correspondence is dealt with in a timely manner
- Deliver professional, prompt & efficient performance in line with processes and guidance
- Learn and apply correct security protocols
- Understand when queries cannot be answered at first point of contact and be able to accurately refer them to the appropriate business unit in accordance with the service level agreement
- Liaise with relevant professional and technical experts, to ensure that cases progress to their appropriate conclusion in a timely manner
- Maintain accurate records and safeguard customer data in accordance with agreed policies and processes
- Participate in continuous improvement, training, development, engagement, and change management activities