Contact Centre Advisor

Contact Centre Advisor
Location: Stafford (Beacon House, Staffordshire Technology Park, )

* Working pattern: Hybrid after 6 weeks of in office training(3 days in the office, 2 from home)
* Hours: 37 hours per week
* Rate of pay: £13.47
* Clearance: Basic DBS (costs covered)
* Assignment: until 30/11/26, with possibility of extension
* Start date: as soon as cleared

If you enjoy helping people, have a confident phone manner, and want a meaningful role where your communication really matters, our client has a fantastic opportunity to join the Customer Advice team. You'll be the first point of contact for telephone and email enquiries, helping customers by providing accurate guidance and ensuring concerns are handled within the required timescales.

What you'll be doing:
* Taking a high volume of phone-based queries across multiple lines, as part of the Defra Rural Helpline (Mon-Fri, 08:30-17:00)
* Answering customer questions by navigating a Knowledge Base and learning large amounts of information
* Being the first point of contact for reporting suspicion of notifiable disease and welfare complaints
* Processing call outcomes by accurately recording details onto the caller's record
* Producing licences and other paperwork where required
* Updating databases and completing associated administration tasks in line with procedures
* Communicating clearly with customers via a public email address when needed, including written responses
* Escalating initial interactions appropriately, ensuring actions are completed within prescribed timescales
* Supporting process improvement ideas to enhance customer experience and team cohesion

What you'll bring:
* Good telephony skills and confidence speaking with a wide range of customers
* Strong communication skills, both oral and written
* Administrative experience with a good working knowledge of Microsoft Office
* Comfort learning and working with systems/databases, and using IT to complete your tasks accurately
* A customer-focused approach-calm, helpful, and committed to delivering quality
* Flexibility and energy to adapt when priorities change or additional tasks arise

If this sounds like the role where you can combine great customer service with organised, accurate administration, we'd love to hear from you. Apply now and take the next step in your career with a purpose-driven team in Stafford.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.