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** 12.53 PER HOUR ** POTENTIAL FOR HYBRID WORKING ** START DATE 17th March 2025 **
This is a fantastic opportunity to work with our exciting client and make a difference to their customers.
These 6 roles are initially for 12 months, with the potential to be extended.
Role Overview:
These roles are Contact Centre based, with the main duties of Customer Service Advisers answering customer queries relating to the Mental Capacity Act 2005 and about OPG's services. This includes powers of attorney and the supervision of court appointed deputies.
Advisers also play an important role by coaching and guiding our customers that are supporting vulnerable adults who have started to lose or have lost mental capacity. Therefore, it's important that Advisers have the ability to show empathy and understanding towards our customers.
Customer Service Advisers receive regular management support, and all members of the team work together to achieve our targets.
The work mainly involves communicating with our customers verbally by telephone but also in writing, and completing the related administrative work following each interaction with a customer. This includes updating our case management system, communicating and collaborating with colleagues across the business, among other tasks.
You will be working on the Contact Centre dealing with telephone calls for 6.5 hours per day. You will be the front face of the OPG on the contact centre, so experience of dealing with a range of customer services queries, so experience of working in a contact centre role would be preferable. You will be protecting, serving our vulnerable customers dealing or signposting their queries to relevant departments, so it is imperative that you have a good skills in dealing with customers and the public.
There are three breaks built into the day and extensive training will be delivered to these individuals to deliver the front face of the OPG.
Key Responsibilities:
* Supporting and contributing to the aims, objectives and performance of the Power of Attorney Services department to ensure delivery targets, as set out in the Business Plan, are met
* Promote a culture of excellent service delivery and continuous improvement. Comprehensive training is provided
* Answering customer queries by telephone in a contact centre environment
* Escalating customer queries and requests to other teams where appropriate
* Inputting and updating data on our IT systems
* Making and answering telephone calls with internal and external customers
* Responding to written correspondence received via post or email.
* Attending and contributing to team meetings
* Collating, analysing and formatting data and information
* To act as a point of contact for the customer, dealing with telephone enquiries and correspondence in a professional and courteous manner.
Essential Skills:
* Excellent communication skills both written and verbal
* Experience dealing with customers
* Experience of working in a compliance environment
* Attention to detail and good data entry skills
* Ability to remain calm and professional at all times
The roles are subject to passing a clear standard DBS and a full 3 years referencing
Please apply online with your current CV in WORD Format
At Brook Street, we believe that by harnessing diversity of thought and experience across our company, exceptional things happen. We continually strive for a highly diverse workforce and an inclusive culture where everyone feels valued, listened to and able to discover their personal best.
Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.
As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.
Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.
In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.
