Are you an organised individual who enjoys working in a fast-paced, contact centre environment?
Are you an excellent communicator who prides themselves on delivering an accurate, first-class customer service?
Would you like to make a difference by supporting customers across the UK?
This is a fantastic opportunity to gain entry level into the Civil Service and to further develop your skills and experience. You’ll be part of a vibrant department that advocates development.
If so, we are looking for 2 Customer Service Advisors to join us at the Maritime and Coastguard Agency (MCA) and we'd love to hear from you!
The MCA implements the government’s maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea.
Safer lives. Safer Ships. Cleaner Seas.
Our vision is to be a world-leading organisation, accelerating the transition to sustainable shipping with non-negotiable safety standards. We put our people, our customers and our planet at the heart of everything we do.
We are committed to giving all our colleagues purpose, professionalism and pride in what we do. We work in supportive, diverse and inclusive teams.
We want everyone to feel valued and supported to achieve their potential at MCA.
This culture of inclusion is underpinned by our staff networks groups covering, Women’s, LGBTQI+, Race, Carers, Mental Wellbeing and volunteer Respect Ambassadors.
The UK Ship Register (UKSR) is part of the MCA and works to promote the UK flag worldwide to Quality Owners with Quality Ships. Within the UKSR the Registry of Shipping & Seamen (RSS) in Cardiff is responsible for providing front line Customer Service and the issuing of Ships Registration and Seafarers Documentation.
As the Customer Service Advisor, it will be your responsibility to provide a first class, professional Customer Service to existing and potential UK Ship Register customers. Working as part of the team, you will deal with all customer enquiries, maintain accurate records, process customer and online activity in line with the requirements for Ship Registration and/or the issue of Seafarer documentation.
This is an exciting opportunity to join our team as a Customer Service Advisor where you will provide a first class, professional Customer Service to existing and potential UK Ship Register customers. The role does not involve any sales or cold calling.
During probation period, you will be expected to work full time at our office based at the Registry of Shipping and Seaman in Cardiff. Following the probation period, MCA supports flexible working and operates a hybrid working model between home and office for this role, giving you greater flexibility over where and when you work. Details of the arrangement will be discussed further with your line manager.
This role is full time only. Applicants who wish to work an alternative pattern are welcome to apply however your preferred working pattern may not be available and you should discuss this with the vacancy holder before applying.
Your responsibilities include but are not limited to:
* Answering customer queries via telephone and providing accurate information in a polite and professional manner.
* Proactively managing all customer queries in line with Regulations, delivering first-call resolution where possible.
* Responding to customers via written and electronic correspondence by ensuring all UK Ship Register documentation is correct and complies with relevant Regulations.
* Ensuring all customer and vessel details are accurately recorded on the Digital UKSR system and other MCA databases used.
* Providing a registration process which is delivered within agreed service levels, dealing with all customer enquiries and issues as they arise.
* Achieving a level of personal performance which meets required key performance indicators and volume targets and contributes to the success of the team.
* Processing customer applications and all documentation to ensure all certification and issued documentation is accurate and received by the customer in a timely manner.
* Processing all customer payments ensuring all action taken is GDPR compliant.
For more information about the role please see the attached Role Profile.
Additional information
The Registry of Shipping and Seaman is open 7 days a week including some Bank Holidays.
This role will participate in a rota across a number of shifts and there is a requirement to work a minimum of 1 in 5 weekends (Saturday and Sunday).
Opening hours are:
7.30am - 6.00pm Monday – Friday
9.00am - 4.00pm Saturday & Sunday
The Registry of Shipping and Seaman will be closed on the following days: New Year’s Day, Good Friday, Easter Sunday, Christmas Day, Boxing Day.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .