Join to apply for the Customer Support Advisor role at Intellectual Property Office UK
Join to apply for the Customer Support Advisor role at Intellectual Property Office UK
Intellectual Property Office UK provided pay range
This range is provided by Intellectual Property Office UK. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Intellectual Property Office UK
Talent Acquisition Specialist at Intellectual Property Office
Apply before 11:55pm on Tuesday 2nd September 2025
The Customer Support Centre takes pride in helping our customers via conversations which are interesting and varied. Day to day you will be responding to emails in between answering calls, as well as transferring complex queries to the appropriate departments. This advisor role enables you to develop and learn about all areas of Intellectual Property as a good launchpad into other areas of the office.
Though telephone experience is desirable, our focus is on recruiting staff that enjoy speaking to our customers and can tailor their approach to deliver a high-quality, efficient and accessible service. This will be achieved through a culture of accountability, respect and teamwork. The department is made up of two supportive teams amounting to 20 people at full capacity.
The working hours are weekly shifts alternating between 8am-4pm and 9am-5pm, with scheduled lunches and breaks to ensure adequate cover of phone lines. Weekly team office days take place to connect with your colleagues and assist in meeting the minimum of 20% office attendance.
The initial hybrid training program is completed over a four-week period, after which individuals begin handling calls with support before transitioning to independent work when prepared.
Working Style
This role will be carried out in-line with IPO Hybrid working arrangements where staff are currently expected to spend at least 20% of their time working onsite from one of our offices. This role is based in our Newport Office.
The requirement for attendance at an office location can vary by role so we would encourage candidates to discuss working arrangements with the recruiting manager to agree a reasonable balance between working from home and the office.
Main duties consist of but are not limited to:
* Handling a wide range of queries from a diverse customer base, covering general Intellectual Property topics and application processing via telephone and email. Forwarding complex calls and emails to the relevant departments.
* Logging and escalating complex queries as needed.
* Receiving new complaints and complex queries, escalating appropriately and involving the right subject matter experts.
* Booking visitor appointments to the office.
* Gathering data and obtaining customer permissions to support wider organisational needs.
* Maintaining a Continuous Improvement mindset by staying informed about CI practices and actively contributing ideas.
* Expanding knowledge through meaningful learning and embracing a personal growth mindset.
* Supporting training delivery and buddying colleagues when required.
* Participating in wider team, directorate, and corporate initiatives, and occasionally assisting other areas with workloads as part of a collaborative One IPO approach.
* Providing tailored customer service
* Dealing with challenging conversations / identifying complaints
* Written and verbal communication skills
* Organisational skills
Additional Information
Welsh language skills are highly desired to assist with meeting the requirements of the Welsh Language Scheme.
Alongside your salary of £26,750, Intellectual Property Office contributes £7,749 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
* A flexible working scheme with excellent development opportunities
* 25 days annual leave moving to 30 days in annual increments (1 day per year) over 5 years of reckonable service. You will also get 8 days public leave and 1 day privilege leave
* Family friendly policies that support modern working families and individuals with caring responsibilities
* A variety of support functions; Staff Counselling Service, Peer to Peer Support Group
* Eligibility for special and office-wide bonus payments
* The opportunity to form part of our many inclusive network groups, find out more by looking at Intellectual Property Office (IPO) (diversityjobsgroup.com)
* A range of wellbeing initiatives; Onsite Gym (Newport office), Eye Care Scheme, Volunteering Programme, Cycling facilities
* Free car parking is available on site at our Newport office
* On-site shop, restaurant and coffee shop at our Newport office
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Government Administration
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