26.109 Customer Services Agent

Job summary

Our Customer Service Agents are passionate about providing excellent customer service in a fast-paced environment, with safeguarding at the heart of what we do. The role involves, but is not limited to, a combination of casework, answering customer enquiries and work allocation.

You will be the first point of contact for our customers, providing a first-class service, responsible for:

• Logging and allocating work.
• Answering inbound and outbound calls, emails, webchat and social media channels, providing our customers with support and information.
• Accurately updating records to resolve any queries at the first point of contact.
• Working closely with various organisations such as Registered Bodies and police forces, as well as colleagues within the wider DBS to help resolve queries.
• Embracing change and contributing to work that supports DBS strategic priorities, with a focus on the continuous improvement of the customer experience.
• Scanning and disseminating documents.
• Supporting the mail delivery process.

You will join a supportive and welcoming organisation and full training will be provided for each role within customer services; therefore, you will need a willingness to learn, be keen to support and help others, drive change and continuous improvement with a dedication to providing a high-quality service to the public.

In addition to the above, you will also demonstrate your flexibility by being involved in other customer services related administrative duties and relevant tasks, either voluntarily or through management delegation.

Job description

Your role within DBS Customer Services may include, but is not limited to, responding to customer calls on a rota basis and processing any subsequent casework. Logging, allocating customer enquiries and responding via preferred method of contact. Working with customers, registered bodies and police forces to clarify information and ensure accuracy of DBS certificates.

All roles will be completed to a high standard and within agreed timescales. You will work collaboratively with colleagues within your team, Customer Services, and the wider DBS to gain relevant information and share ideas of best practice and efficiencies, that will continually improve the service that we offer to our customers.

There is an expectation that you will work with your Line Manager to identify development opportunities and undertake relevant training to keep skills up to date, ensuring continued effectiveness within the role.

Person specification

Essential Criteria

• Excellent drafting skills
• Able to follow multiple processes to achieve correct outcome
• Demonstrable experience of working in a customer focused environment
• Demonstrable experience of dealing with challenging conversations
• Demonstrable experience of moving between complex workstreams in a fast-paced environment
• PC literate and proficient in the use of Microsoft packages

Desirable Criteria

• Knowledge of DBS’ safeguarding services
• Telephony experience in a customer focused environment

Training

There is an expectation that the successful candidate will be available to undertake full time office-based training for a minimum of 4 weeks.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Working Together
• Delivering at Pace

Benefits

Alongside your salary of £26,436, Disclosure & Barring Service contributes £7,658 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

The DBS offers a number of excellent benefits for its employees. These can include:

• Generous annual leave entitlement
• Excellent maternity, paternity and adoption schemes (after a qualifying period)
• Commitment to the health and wellbeing of our employees
• Employee Assistance Programme
• Flexible working opportunities
• Eyecare voucher scheme
• Occupational Health Service including referrals for counselling and physiotherapy
• 24/7 Counselling and Wellbeing Service
• A Civil Service Pension with an employer contribution of 28.97%

The DBS vision and purpose is to make people safer by being a visible, trusted and influential organisation, providing an outstanding quality of service to all our customers and partners, where our people understand the important safeguarding contributions they make and feel proud to work here. To do this, the DBS is committed to being an employer that is able to attract, develop, retain and engage diverse talent that is representative of the communities we serve, and to be an organisation providing outstanding service to all our existing and new customers, who are diverse and have a range of different needs. We want all our staff to be able to bring their ‘whole self’ to work.

Further Information:

To view the DBS Recruitment and On-boarding Privacy Notice, please click the link below:

DBS Recruitment and On-boarding Privacy Notice - GOV.UK (www.gov.uk)

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Ability and Experience.

Application Stage

As part of the application process, you will be invited to complete the Customer Service Skills Test. Candidates who pass the test will be invited to complete their full application form. Please allow sufficient time to complete the tests and the remainder of the full application form. If you do not complete both the online test and the full application form before the deadline, your application will be withdrawn.

Further information regarding the Customer Service Skills Test can be found here: Preparing for the Customer Service Skills Test - GOV.UK

Please note: There will be scheduled maintenance for online tests on the following dates and times:

• Sunday, 9 August - midday to 1pm and 4pm to midnight
• Sunday, 23 August - 4pm to 7pm
  

This means you will be unable to access the online tests during these periods.