Customer Service Advisor - Newcastle upon Tyne, United Kingdom - Arvato

Description

Job Title: Customer Service Advisor - Full time (37.5 hours per week)
Contract type: Permanent – no weekend work
Location/Site: Newcastle upon Tyne, Quayside - Hybrid
Business: Department for Education
Start Date : 06/05/2024

Job Summary:

An exciting opportunity to work on a national helpline providing specialist advice and support to schools and colleges on their performance measures.

Schools and colleges are asked to check DfE have the correct pupils/students listed to calculate performance measures. Schools and colleges can request amendments to their pupil/student lists during the School and College Checking Exercises.

Successful candidates will support the inbound phone line service and respond to email inquiries from schools and colleges relating to performance measure data and checking exercises. To ensure that all service users receive the excellent provision that they are accustomed to from Department for Education, a strong passion for going the extra mile and driving excellence is needed.

The post holder will also be required to support with casework during checking exercises whereby they will be assessing evidence and information supplied by education settings against criteria provided by the DfE.

Core hours required are 8am-8pm but there may be a requirement to work outside normal office hours, when necessary, therefore a flexible attitude to working hours is essential.

Key Responsibilities and Accountabilities (Duties)

1.

Work within defined quality guidelines and maintain good practices at all times

2.

Access and research information sought by callers quickly and accurately

3.

Accurately collate and record caller information for use in management information reports

4.

Develop and maintain an interest in related topical issues and those likely to affect contacts

5.

Deliver specialist subject material as appropriate

6.

Assess caller needs either directly or as a referral and either meet these needs or refer to another agency or to a specialist

7.

Undertake administrative and other tasks as required relevant to working environment

Knowledge, Skills & Qualifications

1.

Educated to at least Level 2; to include Maths and English qualifications

Essential

2.

Experience of interacting with customers via telephone

Essential

3.

Excellent telephone manner with exceptional verbal and written communication skills

Essential

4.

Ability to work independently and as part of a team

Essential

5.

Listening skills and the ability to interact with education settings in a professional and non-judgmental fashion

Essential

6.

Ability to assimilate key information from appropriate sources

Essential

7.

IT literate, strong keyboard skills and comfortable in using a wide range of commercial software packages, for example Microsoft Office

Essential

8.

The position is subject to an BPSS Check and further vetting processes as appropriate to fill our contractual and safeguarding procedures

Essential

9.

Knowledge of areas including education settings, subjects, and qualifications

Desirable

10.

Experience of working in a contact centre environment

Desirable

11.

Experience of providing technical support and guidance.

Desirable

12

Understanding of confidentiality in relation to safeguarding situations and Data Protection Act.

Desirable

It's our differences that make our organisation stronger, and we work to ensure that all our colleagues' voices are heard and that their aspirations are nurtured in a culture where people can grow and be 100% themselves every day, no matter their age, sex, gender, disability, ethnicity, sexuality, neurodiversity, or religion. Not only are we a Disability Confident Committed Employer, but we also believe in continuously strengthening our female talent, standing with the LGBTQI+ community and celebrating our multicultural workforce.