To learn more and apply, click APPLY before role closes, at 11:55 pm on Wednesday 18th June Package is £34,545 which is base of £26,770 Annual Pension of £7,775 (Stc) Shift/Rota work - See Full advert. Civil Service Benefits 25 days holiday Bank Holidays more. About the Role Reporting to our dedicated Customer Contact and Support Services Team Leader, you would be based in Unity Business Services, DfT Operations Centre in Swansea. If you enjoy helping people and are driven by quality customer service, this role is for you. You will need a degree of initiative, be able to ask questions, navigate information screens, and work well as part of a team. A full training program will equip you with the skills to deal optimally with all enquiries. Job Description Manage telephone queries within agreed targets, providing clients, colleagues, and external customers with accurate resolutions. Hand off more complex problems to the appropriate support resource with accurate information within agreed timescales. Achieve individual performance targets and objectives. Key Responsibilities Provide exceptional customer service, by using excellent listening and communication skills. Answer telephone enquiries and access computer records for information, demonstrating proficiency with PCs, keyboards, and telephone headsets. Address customer inquiries and issues by following the appropriate call handling procedures, seeking mentorship for intricate problems if required. Maintain up-to-date call and problem records in our service management/call handling system. Conduct problem resolution and root cause analysis for first-level calls, communicating status or resolution to the customer as required. Achieve individual performance targets and objectives. Provide support to your Customer Contact and Support Services Team Leader. Participate in a team-based culture which identifies, communicates, and addresses customers needs and contributes to cross-team activities. The Service and Support Desk is open from 8.00am to 6.00pm, Monday to Friday. You will be part of a rota system to ensure adequate coverage. About You Keen to learn and hardworking, with a strong dedication to providing outstanding service to our customers. Friendly and welcoming, with an encouraging team attitude that fosters a collaborative work environment. Demonstrates a strong commitment to following processes and procedures, while also maintaining a flexible approach and a proactive demeanour toward expanding work-related skills and knowledge. Ability to remain positive and calm even during busy periods. Contributing constructive ideas in processes and procedures that will enhance the service. Essential Criteria Excellent communication and interpersonal skills, allowing you to connect with customers and colleagues effectively. Good customer service awareness and a confident, cheerful telephone manner. Experience of working in a call handling environment, delivering quality customer service. Strong ability to work confidently as part of a team. Desirable Criteria Knowledge of SAP and Agresso ABW systems, providing an added advantage in this role. Behaviours We'll assess you against these behaviours during the selection process: Managing a Quality Service Working Together Communicating and Influencing