Job Description

As a Call Centre Representative, you will work in an inbound call Centre and will field calls from the public seeking assistance and advising accordingly, updating the system as you go. Customers calling the court business Centre are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. In addition to providing an excellent service to our external customers, agents will be in regular contact with court staff at processing sites throughout the country. This is a fast paced position that requires an individual to be able to multi-task and move from one call to another quickly.
The contact Centre offers a service between 8:30 - 17:00 and contact agents are required to work between these times on a scheduled basis.
Working as part of a flexible team, the post holder will be expected to undertake a range of the functions and responsibilities specified.
Key responsibilities may include:

Drafting

• To maintain accurate and concise notes on the appropriate operating systems following each telephone call.

Operations

• To answer a broad spectrum of telephone enquiries within the Centre.
• To work as a team to problem solve, assess the impact of new Standard Operating Procedures (SOPS) and contribute to small projects.
• To be a team player, supporting the team with workload, sharing best practice and knowledge with colleagues.
• To be responsible for own development and be flexible with assisting other business areas when required.
• To look for innovative ways to continually improve the customer experience through the use of problem solving tools.
• Behavior at all times to be in line with the Civil Service Code of Conduct and the MOJ Equality & Diversity Policy.

Checking and verifying

• Ensuring compliance and that administration documentation meets quality standards.
• Queries that cannot be answered without recourse to the case file to be accurately e-mailed to the appropriate team.
• Undertake training and attend team briefs & office meetings to maintain skills & knowledge needed to carry out job.

Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and Organizations
 

• To deliver a helpful, prompt, polite and “right first time” service to our internal and external customers.

Other duties

The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.

Behaviours

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

• Communicating and Influencing
• Making Effective Decisions
• Working Together

Benefits

• Access to learning and development
• A working environment that supports a range of flexible working options to enhance your work life balance
• A working culture which encourages inclusion and diversity
• A civil service pension
• Annual Leave
• Public Holidays
• Season Ticket Advance

Required Knowledge, Skills, and Abilities