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Defence Business Services (DBS) Enquiry Centre Advisor
| Dyddiad hysbysebu: | 07 Chwefror 2025 |
|---|---|
| Cyflog: | £26,235 bob blwyddyn, pro rata |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 23 Chwefror 2025 |
| Lleoliad: | FY5 3WP |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | Ministry of Defence |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 389862 |
Crynodeb
Job description
Defence Business Services - Enquiry Centre Advisor Role
Our DBS Enquiry Centre service include three telephone-based teams:
Civilian Personnel (Civ Pers) - Primarily an inbound telephony service, this team provides a service which enables managers and employees to effectively follow and adhere to HR policy and processes including Resourcing, Pay, Leave and Leavers. We also manage several inboxes from which we resolve or triage inbound email queries throughout Defence Business Services (DBS).
Finance and Procurement Services (F&PS) – Winners of the MOD Financial Team of the Year, MOD Head Office & Corporate Services Commendation and Customer Service Excellence Awards. The team provides invoice, payment, and account support to both Suppliers to and Debtors of MOD, as well as signposting to process and procedure guidance & technical advice for Procurement users and Commercial & Financial professionals across DBS & MOD
Veterans UK Helpline – Consistently providing support and advice to the UK’s Veterans, Service Personnel and their families. The team provides assistance for both of the Veterans UK compensation schemes, War Disablement Pensions and the Armed Forces Compensation Scheme. Assistance and advice is also provided to Veterans, their families and Dependants with issues such as benefits, housing and welfare.
You don’t need any previous experience or qualifications to join us, but we are looking for hardworking and resilient team players, who are enthusiastic and genuinely want to support our customers with their needs. Keeping customer satisfaction at the core of every decision and behaviours, through verbal and written communication skills to enable you to converse with customers daily.
Helping to deliver excellent customer service listen to, understand, empathise and engage with customer requirements. The successful candidate will accept ownership for effectively resolving phone or email enquiries, customer issues and complaints to the highest quality.
Our customer facing operating hours are 8am – 4pm, Monday – Friday
Responsibilities -
Include person specification and essential criteria - to help a candidate decide if they should apply
The role requires you to:
Open and Honest: Clear Communication at every step of the customers journey
Manage large volumes of inbound calls/correspondence in a timely manner, listen to, understand, empathise and engage with customer requirements
Answer calls/ correspondence on a variety of subjects, working as part of a multi-skilled team.
Handle queries from customers efficiently and effectively, Providing sound advice and a high quality of knowledge
Log and update queries from customers using a Service Management system.
Undertake training and up-skilling to support the changing business requirements.
Recognise continuous improvement possibilities, championing the benefits to the customer and operations.
Support the Operational Team Leader and Manager in overall service delivery.
Person specification
You take pride in completing your work to the highest standard
Ability to process high volumes calls/correspondence without compromising quality.
Confidence, understanding and patience when working with demanding customers.
Be an excellent communicator aiming to deliver a positive customer experience.
Positive attitude with the ability to problem-solve and achieve outcomes in a timely manner
Ability to effectively manage customer expectations.
Take ownership of issues and persistently drive them to resolution.
Ability to work with IT, including Microsoft products
An openness to feedback and confidence working with others.
Ability to multi-task, set priorities and manage time effectively.
Excellent listening skills and natural empathy
Attention to detail with the ability to retain and assimilate information quickly
Desirable Skills
Contact/Enquiry Centre Experience
Customer Service Experience