Job Description

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.
Working as part of the team, you will deal with all customer enquiries at the first point of contact, maintain accurate records and process customer applications to ensure all certification and documentation is accurate and received in a timely manner.

• 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
• Respond to customers via written and electronic correspondence by ensuring all uk ship register documentation is correct and complies with relevant regulations
• Ensure all customer and vessel details are accurately recorded on the digital uksr system and other mca databases used.
• Provide a registration process which is delivered within agreed service levels, dealing with all customer enquiries and issues as they arise
• Achieve a level of personal performance which meets required volume targets and contributes to the success of the team.
• Process customer applications and all documentation to ensure all certification and issued documentation is accurate and received by the customer in a timely manner
• Process all customer payments ensuring all action taken is gdpr compliant

The Register is open to customers Monday to Friday 7.30am – 6.00pm and Saturday and Sunday 9.00am – 4.00pm.

You will work to a shift pattern with weekend rotations to cover these opening hours, which includes working 1 in 5 weekends (from March 2021).

Behaviors

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

• Managing a Quality Service.
• Working Together.
• Delivering at Pace.
• Developing Self and Others.
• Communicating and Influencing.
• Changing and Improving.

Benefits

Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

Required Knowledge, Skills, and Abilities

We are looking for someone who can bring proven experience of working in a fast-paced, service-led, customer-facing Contact Centre environment and a passion for providing exceptional service to your customers. You have excellent written and verbal communication skills, including a professional telephone manner, and the ability to understand your customer’s needs and to provide workable solutions to problems. You have an eye for detail and produce work quickly, which is accurate and to a high standard and are confident using online systems to record information accurately, including taking notes of customer calls. You work well as part of a team as well as under your own initiative, taking responsibility for your own performance to ensure you deliver against agreed KPIs and objectives.