Customer Service Advisor - 20267

12
Yorkshire and the Humber
Rotherham , Sheffield
Templeborough, Quadrant Two
Staff Grade 2
Permanent
Full Time
Contact Centre
£19,767
As a Customer Service Adviser with the Environment Agency’s National Customer Contact Centre, you will be joining a friendly, diverse team working together to create better places for people and wildlife. You will engage with a wide range of customers to provide information by telephone and email, process registrations and carry out simple administrative tasks to help people comply with environmental regulations. Don’t worry if you lack experience in this area – it’s more important that you are able to provide an excellent customer experience. You will be comprehensively trained and regularly coached to be the best you can be at your job, and fully supported to be yourself in the workplace, whatever your background.
We will welcome you with a comprehensive induction package and we aim to be as inclusive as possible you will have the opportunity to join our many staff support groups.

The National Customer Contact Centre has two sites, in Sheffield and Rotherham. It is part of Contact Centre Services and has over 150 people managing over 620,000 inbound calls per year. We also manage a range of processes for the Environment Agency.
We would expect you to be able to demonstrate experience of:

• delivering excellent customer service both over the phone and in writing, in a customer facing role
• decision making and finding solutions to potential problems
• using Microsoft Word, Excel and Outlook
First you need to answer three competency questions. It is important that you read the questions carefully, and use real life examples when providing your answers.

The Centre is open from 8am to 6pm, Monday to Friday. Shift patterns are fixed but we may be able to offer a variety of working hours. Our teams are currently working from home and we are in the process of planning an exciting new hybrid way of working.

Interviews will be held remotely via video conference and we ask you to commit to a period of full time training.

If you need to know more, please email ccsrecruitment@environment-agency.gov.uk with your questions or leave a contact telephone number and we will call you back.

08/12/2021, 23:55 hours

Basic Check
Focuses on Customers and Partners
Please tell me about a time when you have taken personal responsibility for a customer?
Communicates Effectively
Please tell me about when have you had to explain something to a customer?
Takes Decisions and Solves Problems
Please tell me about a time you have solved a problem for a customer?
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.

We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.

We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.

The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.

This Vacancy is closed to applications.