Location: Cardiff (Hybrid)
Salary: £26,607 - Plus £1,000 weekend working allowance
Contract Type: Permanent - Full-time
The UK Ship Register (UKSR) is part of the MCA and works to promote the UK flag worldwide to Quality Owners with Quality Ships. Within the UKSR the Registry of Shipping & Seamen (RSS) in Cardiff is responsible for providing front line Customer Service and the issuing of Ships Registration and Seafarers Documentation.
As the Customer Service Advisor, it will be your responsibility to 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, maintain accurate records, process customer and online activity in line with the requirements for Ship Registration and/or the issue of Seafarer documentation.
Key Responsibilities include, but are not limited to:
* 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.
* Responding to customers via written and electronic correspondence by ensuring all UK Ship Register documentation is correct and complies with relevant Regulations.
Benefits
Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits:
* Employer pension contribution of 28.97% of your salary. Read more about Civil Service Pensions here
* 25 days annual leave, increasing by 1 day each year of service (up to a maximum of 30 days annual leave).
* 8 Bank Holidays plus an additional Privilege Day to mark the King’s birthday.
* Access to the staff discount portal.
* Excellent career development opportunities and the potential to undertake professional qualifications relevant to your role paid for by the department, such as CIPD, Prince2, apprenticeships, etc.
* Joining a diverse and inclusive workforce with a range of staff communities to support all our colleagues.
* 24-hour Employee Assistance Programme providing free confidential help and advice for staff.
About you
We are looking for someone who can bring proven experience of working in a fast-paced, service-led, high volume, customer-facing Contact Centre environment. With 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 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