Customer Services Team Analyst

UK Hydrographic Office

Apply before 11:55 pm on Tuesday 19th October 2021

 

Reference number

155397

Salary

£26,737
Plus shift allowance

Grade

Executive Officer
B3

Contract type

Permanent

Business area

UKHO - Customer

Type of role

Commercial
Customer Insight
Quality

Working pattern

Flexible working, Full-time, Job share, Part-time, Shift Working

Number of posts

2

Location

Taunton

About the job

Summary

The UK Hydrographic Office is a leading centre for hydrography, providing marine geospatial data to inform maritime decisions. We work with a wide range of data suppliers and partners to support maritime navigation, safety, security and marine development around the UK and worldwide.

The Customer Division represents the external facing activities of the organisation, providing engagement with and delivery to our markets and Customers. Our work is varied and includes determining and producing product and services, championing our brand and developing external marketing communication, building key strategic relationships and supporting our partners, delivering an industry best customer service, managing ours (and others) Intellectual Property Rights, and identifying opportunities to provide solutions using our data, either for existing customers and/or new markets.
The Customer Division hosts a broad range of skills and expertise. Teams within the Customer Division include: Production, Products and Services, Marketing and Communications, Sales, Channel and Customer Services, Defence, Intellectual Property and Research, Innovation & Integration.

UKHO Customer Services (CS) Team provides support of all UKHO products, services, solutions and general requests for information from a global spectrum of customers, including but not limited to; distributors, mariners, shipping companies, UK Government, Foreign Governments, Royal Navy, commercial entities, maritime organisations and the general public.
The CS Team Analyst plays an important role in supporting the CS Team Leaders and CS Manager in the successful delivery of the CS function to meet UKHO corporate plan objectives.
This role is pivotal in implementing new support services for future requirements whilst maintaining high levels of support for existing products/services and its customer base.

Job description

You will be responsible for:

• Case Management to ensure that customer enquiries are resolved effectively in line with divisional objectives.
• Process cases: update internal systems and liaise with other areas of the business as required.
• Resolve cases: Liaise with customers as necessary to ascertain and validate any gaps/questions over a request, resolve and close cases.
• Maintaining consistent case closure rate average, in line with the rest of the team.
• Maintain consistent re-open rate, in line with the rest of the team.
• Creating and using knowledge-based articles and embed into the daily process in order to foster a self-help facility for CS staff and Customers.
• Providing information on continuously improving the “First time Fix” culture within the department.
• Keeping abreast of developments and gain familiarity with new products.
• Maintenance of desk instructions and relevant documents, ensuring that they are kept up to date and meet ISO Standards.
• Managing order processing
• Managing customer standing order process
• Producing product and service reports and update reports
• Providing required Management Information and reporting information.
• Actively contributing to Continual Improvement activities, review processes undertaken within Customer Services, and raising suggestions for improvement or change.
• Ensuring that the voice of the customer is heard and represented across the UKHO, to create a customer centric organisation
• Providing out of hours on-call support to customers.

Working with a team of specialists requires the successful candidate to work both independently and collaborate with others. The individual must also be flexible and be able to adapt to their environment. This role also offers the potential to take on team leader roles and responsibilities.
Tasks will be managed on a rota basis to cover the range of required activities. This post will be working 0600-2200 Monday to Friday and out of hours on call emergency cover. The post holder will be expected to work on any of the shift rotations, with appropriate notice.

Responsibilities

(Please note: you will only be marked on the sift and interview criteria under "selection process details")

Essential:
• Strong investigation skills that enable the quick and effective resolution of customer service queries.
• Ability to analyse information and make considered, timely decisions
• The ability to grasp complex issues quickly, display sound judgment and multi-task, prioritising as appropriate
• Excellent team player
• Excellent time management
• Excellent communication skills, both written and oral with the ability to build strong working relationships with customers and other business functions.
• Experience in a customer or public facing role with the ability to work on initiative to prioritise workload
• Good IT literacy


Desirable:
• Experience of SAP, D365 and other MS packages
• Case Relationship Management (CRM) experience
• Knowledge of ADMIRALTY products and Services
• Experience of working within the Maritime industry

Civil Service Behaviours (Level 2)
Further information on the civil service behaviours can be accessed here .
• Seeing the Bigger Picture
• Making effective decisions
• Communicating and Influencing
• Delivering at Pace
• Managing a quality service
• Working Together

Things you need to know
• This role is open to full time, part time, job share. The UKHO will consider flexible working or workplace adjustments, where appropriate.
• Security – successful candidates must pass a disclosure and barring security check.
• The successful candidate must be able to travel as required, both nationally and internationally.


Nationality Statement
Candidates will be subject to UK immigration requirements as well as Civil Service nationality rules. If you’re applying for a role requiring security clearance, please be aware that foreign or dual nationality is not an automatic bar. However certain posts may have restrictions which could affect those who do not have sole British nationality or who have personal connections with certain countries outside the UK.

Behaviours

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

  • Making Effective Decisions
  • Communicating and Influencing
  • Delivering at Pace
  • Managing a Quality Service
  • Working Together

Benefits

We offer a range of benefits to support your lifestyle, including generous leave allowances, flexible working hours, a lift-share scheme, enrolment in the Civil Service Pension scheme, and regular training and development opportunities.

We operate from a brand new state of the art, award-winning building with an onsite gym, cafeteria, and state of the art meeting rooms; a Chaplaincy service; and an Employee Assistance Programme. We have several internal networks available for you to join, including: Mental Health Group, STEM Ambassadors, Woman’s Network, Pride Network and Disabilities group. Travelling to UKHO onsite parking, electric car charging ports, and cycle-to-work scheme are available.

Full-time employees receive 26.5 days annual leave per year, increasing to 31.5 days annual leave after five years’ service (pro-rata for part-time employees).

We offer many flexible working options. These include: a flexible working hours scheme with up to two days per month Flexi leave, remote working, part-time working, job sharing, paid special leave, career breaks, and unpaid leave. We want you to feel part of something bigger and we encourage team-spirit and a community feel in our workplace.

Parents with children will be supported to enable you to manage work and family responsibilities. We offer an on-site independently run nursery with discounted prices for children of UKHO employees.

Any voluntary move to UKHO, from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. However, you may be eligible for other government schemes including Tax Free Childcare. You can determine your eligibility at https://childcarechoices.gov.uk

With regards to maternity, adoption, and/or shared parental leave the flexibility to have up to 26 weeks full pay, followed by 13 weeks statutory pay and a further 13 weeks unpaid leave. Paternity leave of up to two weeks is available with full pay, subject to certain qualifying criteria.

We offer at least 5 days’ learning and development to each employee per year, with professional membership subscriptions, mentoring, and Civil Service-Learning available to all.

Things you need to know

Security

Successful candidates must pass a disclosure and barring security check.
Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check.

See our vetting charter.
People working with government assets must complete basic personnel security standard checks.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours.
The sift is due to take place w/c 25th October 2021
Interviews are likely to be held w/c 1st November 2021
We will try to meet the dates set out in the advert. There may be occasions when these dates change. You will be provided with sufficient notice of the confirmed dates.

We have adopted anonymised recruitment . This means that your name, date of birth and other personal details will not be seen by the sift panel.

This vacancy is using success profiles, and will assess your Behaviours. The selection process will be designed specifically for the role. As a result, your assessment could include:
• An interview with presentation.

Short-list Criteria
You will be short-listed against the following criteria:

Behaviours (level 2)
• Making effective decisions
• Communicating and Influencing
• Delivering at Pace
• Managing a quality service
• Working Together


Interview Criteria
You will be interviewed against the following criteria:

Behaviours (level 2)
• Making effective decisions
• Communicating and Influencing
• Delivering at Pace
• Managing a quality service
• Working Together

As an important aspect of this role involves regular spoken interaction with members of the public, the ability to converse at ease with members of the public and provide advice in accurate spoken English is essential to be successful for the post. You will be tested on this at interview.

Feedback will only be provided if you attend an interview or assessment.

Further Information
As an employer committed to equality of opportunity, we short-list solely using information relevant to the assessment process.
We have adopted anonymised recruitment. This means that your name, date of birth and other personal details will not be seen by the sift panel.

We may hold a merit (reserve) list for up to 12 months. During this time, if a similar role is identified and you have been placed on the merit list you may be considered for the post.

Disability Confident – Guaranteed Interview
UKHO embraces diversity and promotes inclusion and equality of opportunity. We are a Disability Confident employer, which includes offering a guaranteed interview to candidates with disabilities, providing they meet the minimum selection criteria.
By ‘minimum selection criteria’ we mean that the evidence you provide in your application must demonstrate that you meet the minimum pass mark, set by the short-list panel, for each criteria listed in the ‘short-list’ section, above. The short-list panel will not be made aware of any disability you may choose to declare; this information will be processed solely by HR, in accordance with Data Protection legislation.
If you are a disabled candidate, please ensure you complete the Equality and Diversity form or inform our HR department, at recruitment@ukho.gov.uk, if you wish to be considered under the Disability Confident guaranteed interview scheme.

Civil Service Recruitment
Selection for appointment to the Civil Service is on merit, on the basis of fair and open competition, as outlined in the Civil Service Commission’s Recruitment Principles.
If you feel your application has not been treated in accordance with these principles and you wish to make a complaint, please contact Human Resources, UK Hydrographic Office, Admiralty Way, Taunton, Somerset TA1 2DN.
The Civil Service Code forms part of the terms and conditions of every civil servant.

Feedback will only be provided if you attend an interview or assessment.

Nationality requirements

This job is broadly open to the following groups:

  • UK nationals
  • nationals of Commonwealth countries who have the right to work in the UK
  • nationals of the Republic of Ireland
  • nationals from the EU, EEA or Switzerland with settled or pre-settled status or who apply for either status by the deadline of the European Union Settlement Scheme (EUSS)
  • relevant EU, EEA, Swiss or Turkish nationals working in the Civil Service
  • relevant EU, EEA, Swiss or Turkish nationals who have built up the right to work in the Civil Service
  • certain family members of the relevant EU, EEA, Swiss or Turkish nationals
Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles.
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Apply and further information

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :
Name :  recruitment.queries@ukho.gov.uk
Email :  recruitment.queries@ukho.gov.uk
 
Recruitment team :
Email :  recruitment.queries@ukho.gov.uk

Further information

The Department’s recruitment processes are underpinned by the requirement of selection for appointment based on merit, open and fair competition as outlined in the Civil Service Commissioners’ Recruitment Principles, details of which can be found at http://civilservicecommission.independent.gov.uk If you feel your application has not been treated in accordance with the Recruitment Principles and you wish to make a complaint, you should contact the UKHO’s Recruitment Team, Human Resources, Admiralty Way, Taunton, Somerset TA1 2DN or email recruitmentqueries@ukho.gov.uk , in the first instance. If you are not satisfied with the response you receive you can further contact the Civil Service Commission at: Email: civilservicecommission.independent.gov.uk or in writing to: Civil Service Commission, Room G/8, 1 Horse Guards Road, London SW1A 2HQ

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