Customer Service Senior Advisor - Apprentice
Crown Commercial Service
Apply before 11:55 pm on Tuesday 7th May 2024
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Apprenticeship
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About the job
Job summary
Do you want to work in a busy, successful environment and join an innovative organisation? Are you looking for a role that will support you and develop your skills within customer facing environments? Do you want to earn whilst you learn?
This is an exciting opportunity to begin a career in Customer Service. In this role, you will work as part of a fast-paced Customer Service team and also undertake a Level 3 Customer Service Specialist Apprenticeship. This is an exciting time to join the CSC as we develop how we deliver an enhanced customer experience for our wide range of customers, alongside a highly valued procurement service for low complexity procurement activities.
An Apprenticeship provides work-based, on the job training and development. The training is fully funded so it doesn’t cost you anything – and you’ll earn whilst you learn. They provide you with the skills, knowledge and behaviours you need to be fully effective in a designated role. With very few exceptions, you don’t need to have related work experience/ qualifications to apply.
What’s important throughout the Apprenticeship is that you put into practice what you learn, and capture evidence of this so your progress and increasing capability can be assessed. We want you to get the most out of your Apprenticeship. To help you manage your learning we’ll give you, over the duration of the Apprenticeship, a minimum of 20% of your paid working hours to focus on skills development. This means you won’t be asked to study in your own time.
Job description
The post holder will:
Deliver low complexity procurement activities on behalf of CCS customers.
Over time, deliver impactful coaching, performance management and day to day management of a team, deliver improving levels of productivity and high quality results (measured in improved NPS scores), reduced complaints, reduced second line enquiry transfers, increased first contact resolution and continuously improved team effectiveness.
Act as a reliable subject matter expert within the team whilst also managing the team by example and demonstrating a demand for new knowledge that supports customer enquiry resolution.
Develop a competent and capable team of motivated front line customer service advisers.
Pro-actively identify trends and issues in team performance and apply managed interventions through coaching, performance management and/or training to improve delivery and customer satisfaction.
Conduct outbound customer contact to support enquiries and develop / identify new & existing business opportunities to provide CCS services.
Key Accountabilities:
Contribute to the delivery of business targets through the delivery of EU compliant and commercially sound procurements
Providing support in translating customers commercial requirements, into a compliant procurement, which include specific and measurable evaluation criteria
Motivate a team of advisers in a busy and challenging Customer Service Centre environment.
Observe calls and offer impactful feedback, coaching and management.
Resolves 2nd line enquiries by phone & email, using product knowledge in a single pillar and working across pillars to share expertise and best practice.
Develops knowledge bank materials to support the resolution of increasingly complex and higher volumes of enquiries through the Customer Service Centre
Conduct outbound customer contact to support enquires, resolve complex issues & develop opportunities via outbound telephony & email to promote CCS services
Develop on-going opportunities with existing & prospective customers via inbound telephony when a business opportunity is highlighted.
Ensure the quality of data recorded in CRM CSC systems, delivery, quality assurance reviews where and when required.
Person specification
Essential Criteria (to be assessed at application):
Ability to identify trends and issues, understanding how to create, read and action reports and feedback.
Ability to work as part of a team and with a customer service ethos.
A strong communicator who can inspire people to reach their potential through holding impactful team meetings, one to ones and other forms of team contact.
Understands, supports and is able to embrace targets, KPI’s and objectives as a standard operating tool with excellent analytical, verbal and written communication skills.
Behaviours
We'll assess you against these behaviours during the selection process:
- Seeing the Big Picture
- Changing and Improving
- Developing Self and Others
- Delivering at Pace
- Managing a Quality Service
Benefits
What we will offer you, here are some of the benefits you can expect:
Competitive salary
Generous pension scheme
A discretionary non-contractual performance related bonus
Working remotely in addition to working in advertised office location
Flexi time scheme (available for B1-B6)
Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays
Explore fully how we will reward your work.
Want to make a difference? Find out more about the rewarding work that we do in our candidate pack.
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil ServiceD&I Strategy.
We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact recruitment@crowncommercial.gov.uk
Working flexibly, delivering outcomes
CCS is a flexible business with a smarter working model where our colleagues benefit from a mix of home and office working. Successful candidates are expected to work from one of the office locations listed. Our current office attendance approach requires a minimum of 26 days per quarter (approx 2 days per week, which may be subject to change) in CCS office locations or off site meetings with suppliers, customers, partners, networking / industry events. This is pro rata for those who work part time. Our smarter working principles mean that our people have the advantage of both office and offsite based collaboration and learning, as well as working from home. This way of working allows us to honour our commitment to being a responsible business, offer flexibility and better work life balance as well as ensuring we deliver our business with confidence and in accordance with our CCS values.
Things you need to know
Selection process details
Selection Process
Candidates who are successful at sift will be contacted as soon as possible following the closing date and advised of the interview process in more detail. The sift will commence on 1st Feb and interviews will be held either at one of our offices or via video with interview times and dates to be confirmed. (Subject to change)
To find out more about our recruitment process please click here
Please note: Applicants can make use of artificial intelligence but the information presented at application must be factual.
A reserve list may be held for up to 12 months, which the Civil Service may use to fill future suitably similar vacancies across government for candidates who are considered appointable following interview. Should you be placed on a reserve list and want to be removed please contact recruitment@crowncommercial.gov.uk.
Feedback will only be provided if you attend an interview or assessment.
Security
Nationality requirements
Working for the Civil Service
We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).
Apply and further information
Contact point for applicants
Job contact :
- Name : The recruitment team
- Email : recruitment@crowncommercial.gov.uk
Recruitment team
- Email : recruitment@crowncommercial.gov.uk
Further information
Our recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open 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 recruitment@crowncommercial.gov.uk in the first instance.
If you remain unsatisfied with the response you receive you can then contact the Civil Service Commission at info@csc.gov.uk
