AO Customer Service Advisor

Job summary

The Insolvency Service is a leading government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

The Business Services Directorate (BSD) is an operational delivery directorate, covering some 300 staff and a budget of £12m, providing high volume, often transactional, services to the public or supporting the provision of these services by others.

BSD supports 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, 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

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 9 active employee network groups available to join or become an ally, these include, Carers Network, Disability network group, Employee Assistance, Representatives, FACES Network Group, LGBT+, Mind Matters, Part Time Workers, The Shed - Men’s Network Group 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, through 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!

Job description

We have an exciting opportunity to join our Customer Service Team that is based in Edinburgh and Leeds.

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.

A Customer Service Advisor is responsible for handling telephone calls, emails, and online enquiries from members of the public and other stakeholders.

The role involves:

• providing information on insolvency procedures, bankruptcy, Debt Relief Orders (DROs), and redundancy payment claims
• supporting customers who may be experiencing financial difficulty or who have been affected by a company becoming insolvent
• investigating customer enquiries using internal case management systems and ensuring accurate records are maintained
• delivering excellent customer service through active listening, clear communication, and empathy
• meeting performance standards relating to quality, productivity, customer service, and compliance with Civil Service policies and security requirements
• escalating complex cases where appropriate and working collaboratively with colleagues across the agency to achieve the best outcomes for customers
• the role requires strong communication skills, attention to detail, resilience, and a commitment to delivering a professional and supportive service to customers during what can often be difficult and stressful circumstances

Responsibilities

Roles and Responsibilities include but are not limited to:

• answering a broad spectrum of customer service enquiries (telephone & emails) for multiple business units
• providing excellent customer service both orally and in writing
• providing administrative assistance to various business units within BSD
• ensure all correspondence is dealt with in a timely manner
• delivery of professional, prompt & efficient performance in line with processes and guidance
• learn and apply correct security protocols
• to 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

Person specification

This role is likely to suit someone who can confidently handle a high volume of customer contact while maintaining professionalism, accuracy and empathy. Success in the role comes from being able to balance customer needs with legislative requirements, processes and service standards.

The successful individual will need to:

• communicate clearly and professionally with customers who may be experiencing financial difficulty, redundancy or personal distress
• listen carefully, ask appropriate questions and fully understand customer circumstances before providing advice or guidance
• investigate enquiries using multiple systems, interpret information accurately and provide complete responses
• manage telephone and email enquiries efficiently while maintaining quality and customer service standards
• remain calm and resilient when dealing with challenging, emotional or complex customer situations
• take ownership of customer enquiries and see them through to resolution wherever possible
• work within established legislation, policies and procedures whilst exercising sound judgement
• pay close attention to detail when recording information, reviewing case notes and responding to customers
• adapt quickly to changes in processes, legislation, systems and business priorities
• work collaboratively with colleagues, sharing knowledge and supporting wider team objectives
• use a range of digital systems and resources to research information and resolve customer enquiries
• manage workload effectively, prioritising tasks to meet individual and team performance targets
• demonstrate a commitment to continuous learning and applying feedback to improve performance
• handle sensitive and confidential information appropriately, maintaining high standards of security and compliance
• contribute positively to a team environment and support the delivery of an excellent customer experience

Essential Criteria

Must have customer service experience within a call/contact centre.

Behaviours

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

• Managing a Quality Service
• Communicating and Influencing

We only ask for evidence of these behaviours on your application