Information Centre Advisor - Newport, United Kingdom - Intellectual Property Office

Description

Details
Reference number
263962
Salary
£23,097
Job grade
Administrative Officer
Contract type
Fixed Term
Length of employment
18-month fixed term appointment
Business area
IPO - Business Operations Directorate (BOD)
Type of role
Administration / Corporate Support
Contact Centre
Operational Delivery
Working pattern
Flexible working, Full-time, Shift Working
Number of jobs available
4
Contents
Location
About the job


Benefits:

Things you need to know
Location
Newport
About the job
Job summary

The Information Centre is the heart of the IPO, so this role is key in supporting the business in delivering for our customers.

This will be achieved through a culture of accountability, respect, Continuous Improvement and our desire to continue to deliver excellent services for our customers.

We also capture data post call to help inform us of our customer base and focus our improvement work.

Working location

This role will be carried out in-line with IPO Hybrid working arrangements where staff are currently expected to attend the office 1 day per week, or equivalent if part-time, on-site at our Newport office.

Job description


The main duties of the advisor roles include:
Effectively communicating both verbally and in writing, adapting the approach based on the customers level of understanding
Dealing with complaints via the process set out by CEU and escalating to management when necessary
Covering weekly shifts and following allocated breaks to ensure adequate telephone cover between the hours of 9am and 5pm
Working in an organised manner, being flexible in moving between tasks and reprioritising workloads when needed
Linking calls to highlight trends for the business and obtaining customer permissions for CEU
Playing an active role in Continuous Improvement as well as supporting colleagues in taking their ideas forward
Occasionally supporting other areas of the business with their workloads such as processing forms, taking a One IPO approach

All teams in BOD work together to ensure that we deliver excellence for our customers' Intellectual Property journeys, therefore there may be a need for staff to support other teams in BOD where there is a business requirement.

Person specification
Please refer to job description
Behaviours

We'll assess you against these behaviours during the selection process:
Communicating and Influencing
Managing a Quality Service
Working Together


Benefits:


Benefits of working with the wider IPO:
A very generous pension scheme with 26.6% employer contributions. Further information can be found around the benefits of joining the Civil Service can be found via the Civil Service Pension Scheme page;

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;
The opportunity to form part of our many inclusive network groups, find out by looking at Disability Jobs, BME Jobs and LGBT Jobs
A variety of support functions including our excellent Staff Counselling Service which is a source of support for all staff at the IPO
A flexible working scheme which has no core hours and excellent opportunities for home, part-time and term-time working;
Eligibility for special and office-wide bonus payments
Excellent development opportunities;
Opportunities for secondments, both internal and external;
Opportunities to join many civil-service clubs such as the Sports and Social Association, Motoring Club (CSMA), which provide numerous discounts to members

When working at Concept House, Newport the following benefits are also available:
Free car parking is available on site;
On-site facilities including gymnasium, shop, restaurant

Things you need to know
Selection process details
This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience.

How to apply

Pre-sift Testing

Civil Service Judgement Test


Applicants to note:

All listed behaviours will be assessed during the Civil Service Judgement Test.

There are no time limits for the completion of tests.

Full instructions will be given at the start of the test.

Sift

This will be based on the evidence provided for the following Success Profile elements:
Experience
When completing your 500 word Personal Statement, please display how you:
Pride yourself on customer service and gain a clear understanding of customer's needs.
Tailor communication to a customer's level in writing or over the phone.
Manage your time and work closely with colleagues to ensure work is delivered on time.

Interviews
If invited to interview Behaviour and Strength based questioning will be used.

Behaviours


The below behaviours will be assessed at interview:
Communicating and Influencing
Managing a Quality Service
Working Together

Strengths
Strengths are the things that we do regularly, do well and that motivate us. We have selected the Strengths that are relevant for this role from the Civil Se