Customer Service Advisor - Manchester
Note: This description has been reformatted for clarity while preserving the original information.
The Role
We are recruiting for a position to join a busy Contact and Administration department in central Manchester as a Customer Service Advisor. You will be part of a service that inspects and regulates services that care for children and young people and services providing education and skills for learners of all ages. The work is supported with training, coaching and mentoring to enable you to make considered, timely and fair decisions in the workplace.
Please note: The role adopts a 60% hybrid working model with the expectation that workers do 3 days in the office after training. Hours vary between 08:00 – 18:00, and you will be contracted to 37 hours per week. The initial contract is 3–6 months, with a view to extension. The offer is subject to passing DBS Standard clearance checks and 3 years of reference checks.
Responsibilities
* Provide a high-quality service to internal and external customers, answering calls and responding to emails to effectively handle queries and complaints, resolving contact at first touch.
* Process new or updating existing applications for Early Years providers and individuals, initiate and review suitability checks, ensuring we have all information necessary to inform registration decisions.
* Safeguard children and students at all times.
* Use several information systems to accurately access, inform, complete, and record work.
* Consider existing working practices and identify areas for improvement, providing feedback and improving own performance by acting on feedback and seeking continuous improvement.
* Lead by example, uphold values, and ensure the protection of children and learners is paramount.
* Adhere to health and safety legislation and policies.
* Demonstrate a positive commitment to equity and diversity.
* Uphold core values of putting children and students first, maintaining independence, and showing accountability and transparency.
* Complete work to a high standard, making decisions within well-defined procedures and in accordance with legislation.
* Meet and exceed agreed Key Performance Indicators to support the performance of the Contact and Administration Team.
* Understand and complete processes following guidance and frameworks.
Qualifications
* Be able to use basic Microsoft packages including Word, Excel and Outlook
* Adapt to changing priorities and the ability to work at pace
* Good communication and interpersonal skills (verbal and written)
* Professional and customer-focused, with the ability to understand the needs of vulnerable customers
* Able to work in a hybrid manner, attending the office at least 40% of their working week
* 5 GCSEs (or equivalent), grade A-C, including English and Maths or equivalent (Desirable)
Benefits
* The opportunity to join and work in the public sector
* Competitive pay rates – £13.25 per hour
* Learning and development tailored to your role
* Flexible working options
* A culture encouraging inclusion and diversity
About Us
We recruit on behalf of some of the country’s best-known organisations for roles across all industry sectors. We are located across 50+ high street locations, making hiring and job searching more personal. Our nationwide reach means we can engage with job seekers and employers in person, allowing us to tailor our approach to their unique requirements.
Apply
By applying today, you can start our onboarding process and gain experience with this government organisation.
Brook Street is proud to support the Armed Forces Covenant and guarantees to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all essential criteria for the vacancy.
As a Disability Confident Leader and holder of the Gold Award from the Defence Employer Recognition Scheme, Brook Street, a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer. If you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all essential criteria, please reach out via the Brook Street website and register your interest, stating the role of interest. We are committed to engaging with you.
In cases of high volumes of ex-military candidates/military spouses/partners who meet all essential criteria, Brook Street will interview the best candidates from within that group.
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