Number of jobs available: 1
Detail of reserve list: 12 Months
Region: West Midlands
City/Town: Birmingham
Building/Site: LAA Level 3, 23 Stephenson Street, Birmingham, B2 4BH
Grade: AO
Post Type: Permanent
Working Pattern: Full Time, Part Time, Part Time/Job Share, Flexible Working
Role Type: Operational Delivery
Will the successful applicant have line manager responsibilities? No
Job Title & Grade: Customer Service Advisor AO
Contract Type: Permanent
Salary range (depending on location): National - £23,311 to £24,202
Location: Birmingham
Directorate: Case Management
Team: Customer Service Team
Working Pattern:
The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely (as part of hybrid working), part time or as part of a job share etc.
If you are applying for a part time role, please note that in order to meet business demands we need cover for a minimum of 21 hours and to cover 3 days of the week.
To meet legal requirements, if you are between the ages 16-18 and you are a successful candidate, you will be required to complete an apprenticeship after your initial on the job training.
Reporting to: CST Team Supervisor
Closing date for applications: 22nd November 2024
Job Summary:
To provide exceptional levels of customer service by answering incoming calls, dealing with queries and providing first time resolution. They will be expected to seek to continuously improve customer knowledge and internal processes to reduce failure demand.
Key Responsibilities:
* Receive inbound calls from providers of legal aid, members of the public and other customers with regards to Legal Aid – establish a high-quality working relationship with a variety of customers and take personal ownership of problems, ensuring successful resolution.
* Provide customer advice and support over the telephone, by email or in written form. Moreover, be responsible for maintaining and improving customer satisfaction.
* Work to reduce the number of incoming calls by educating providers regarding their submissions.
* Document all calls accurately using appropriate methods. Apply standards consistently in order to meet personal productivity and quality targets.
* Communicate clearly and effectively with all callers.
* Work cooperatively and flexibly to ensure adequate staffing of customer service telephone lines at all times.
* Recognise and manage assertive customer calls, referring to a Senior Customer Services Advisor where necessary.
* Organise and prioritise own workload including length of call handling.
* Ensure colleagues working in all areas of the organisation are kept informed of feedback from customers, actively promoting continuous improvement.
Essential Knowledge, Experience and skills:
* Effective communication skills both written and verbal dealing with both external and internal stakeholders.
* Excellent customer service skills including handling complex situations and dealing with uncertainty.
* Ability to work to deadlines.
* Ability to make decisions using evidence/information.
* Work well as part of a team.
* Ability to use computers and Microsoft 365.
Desirable Knowledge, Experience and skills:
* Knowledge of Criminal Legal Aid.
* Knowledge of the justice system.
Application Process:
To apply please provide a statement of suitability showing how you meet the essential criteria in no more than 500 words.
Your statement should demonstrate your ability to do all of the essential criteria listed, using examples can help strengthen your application.
Please note we do not require a CV.
Interview / assessment Process:
If you are successful through the application stage, you will be invited to an interview / assessment via Microsoft Teams where you will be assessed against the following:
· 3 strength-based relevant to the role.
Shortlisting is planned for week commencing 25th November and 2nd December 2024. Interviews are planned for week commencing 9th December 2024.
The job holder must be able to fulfil all spoken aspects of the role with confidence in English or (when specified in Wales) Welsh.
Working Arrangements & Further Information:
The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and/or from home (please be aware that this role can only be worked in the UK and not overseas). All employees will be expected to spend a minimum of 60% of their working time in an office, subject to local estate capacity.
Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.
For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.
MoJ candidates who are on a specialist grade, will be able to retain their grade on lateral transfer.
Flexible working hours:
The Ministry of Justice offers a flexible working system in many offices. Standard full time working hours are 37 hours per week. MoJ welcomes part-time, flexible and job-sharing working patterns, where they meet the demands of the role and business needs. All applications for part-time, flexible and job-sharing working patterns will be considered in accordance with the MoJ’s Flexible Working policy.
Benefits:
The MoJ offers a range of benefits including:
* Annual Leave: Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.
* Pension: The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.
* Training: The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.
* Support: A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
#J-18808-Ljbffr