Senior Customer Service Advisor
| Posting date: | 02 May 2025 |
|---|---|
| Salary: | £34,980 to £39,396 per year |
| Hours: | Full time |
| Closing date: | 23 May 2025 |
| Location: | Westminster, London, SW1A 0AA |
| Company: | House of Commons |
| Job type: | Permanent |
| Job reference: | 6190_1746199647 |
Summary
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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