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For Companies At a Glance
- Tasks: Provide first-class customer service via phone, email, and in-person at the Parliamentary Contact Centre.
- Company: Join the UK Parliament, a vital part of the UK's democratic system with diverse roles.
- Benefits: Enjoy 30 days annual leave, flexible working, and a generous pension scheme.
- Why this job: Be part of a dynamic team enhancing public service and making a real impact.
- Qualifications: Experience in call handling and a customer-focused attitude are essential.
- Other info: This role offers opportunities for training and development in a supportive environment.
The predicted salary is between 36000 - 60000 £ per year.
Working at the UK Parliament offers a unique and rewarding career at the heart of the UK's democratic system. With a wide range of roles available, our impartial colleagues enable the day to day running of the House of Commons, House of Lords and Joint Departments. Together, we make Parliament happen.
Staff Benefits
- 30 days' annual leave (increasing to 35 days after first full leave year).
- Civil Service pension with an average employer contribution of 28.97%.
- Access to training and development.
- Flexible working.
- Interest free season ticket loan and bicycle loan.
Introduction
The Customer Experience and Service Delivery Team supports the delivery of the House Service Strategy with the aim of delivering a comfortable, safe, and efficient environment for Members, passholders and the public. This role will be based in the Customer Services Team, within Customer Experience and Service Delivery, and reporting to the Director of Customer Strategy and Retail.
The Role
The Houses of Parliament Contact Centre is a bicameral service for Members of both Houses and other colleagues. It will be responsible for answering over 115,000 calls per year, as well as responding to email enquiries and providing a face to face service. It has been outsourced over several years and is being brought in house to support growing business needs. The goal is to provide a much-enhanced service, providing a high-quality, extremely knowledgeable hub of fast information and problem solving covering all services provided within Parliament. A project is currently underway to source and procure a high-quality digital solution to support this. Senior Customer Services Advisors will be the first point of contact for providing first class customer service to external and internal customers contacting the Parliamentary Contact Centre, the feedback scheme and the in-person information points. The feedback scheme will be exclusively managed by Senior Advisors, with support from Team Leaders.
Responsibilities
- Act as the first point of contact for providing first class customer service on complex issues to external and internal customers via telephone, the feedback scheme and the in-person information points.
- Ensure the highest standards are followed, and customers receive polite, prompt, friendly, accurate and helpful service that provides a first-time resolution where possible.
- Answer priority calls from the Members of both Houses and their staff, taking ownership to resolve queries on a wide range of subjects.
Skills and Experience
To be successful in this role you will demonstrate:
- Good experience working in a call handling environment, with knowledge of call centre / switchboard / ticketing / information line or similar customer services.
- Must be a customer-focused operator with a 'can do' approach.
- Confident working with a wide range of customers, including the general public and high profile individuals, through a variety of methods to promote a first-class, professional experience that always exceeds expectations.
- Proven experience of working well in a team, including supervising and motivating others; coaching advisors on new skills while upholding the principles of equality, diversity and inclusion.
Next Steps and Additional Information
If you would like to apply for this role, please submit your CV and evidence against criterions 1,2,3 and 4. More information on the role and the full criteria can be found in the Job Description. Please note that most job offers will be made at the minimum of the salary range, other than in exceptional circumstances. Please ensure that you anonymise your application by removing any identifiable factors from your CV or Supporting Statement. We may close the vacancy prior to the closing date stated due to a high volume of applications.
Senior Customer Service Advisor employer: HOUSE OF COMMONS-3
Contact Detail:
HOUSE OF COMMONS-3 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Service Advisor
✨Tip Number 1
Familiarise yourself with the UK Parliament's structure and functions. Understanding how the House of Commons and House of Lords operate will help you engage more effectively during interviews and demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your customer service skills, particularly in a call handling environment. Be prepared to discuss specific examples of how you've resolved complex customer issues in the past, as this will showcase your ability to meet the demands of the role.
✨Tip Number 3
Network with current or former employees of the UK Parliament if possible. They can provide valuable insights into the work culture and expectations, which can help you tailor your approach during the application process.
✨Tip Number 4
Prepare for potential scenario-based questions that may arise during the interview. Think about how you would handle various customer service situations, especially those involving high-profile individuals, to demonstrate your problem-solving skills.
We think you need these skills to ace Senior Customer Service Advisor
Some tips for your application 🫡
Understand the Role: Thoroughly read the job description for the Senior Customer Service Advisor position. Make sure you understand the responsibilities and required skills, as this will help you tailor your application effectively.
Tailor Your CV: Customise your CV to highlight relevant experience in customer service, particularly in call handling environments. Emphasise your ability to resolve complex issues and provide first-class service, as these are key aspects of the role.
Address the Criteria: In your application, specifically address the four criteria mentioned in the job description. Provide concrete examples from your past experiences that demonstrate how you meet each criterion.
Anonymise Your Application: Before submitting your CV and supporting statement, ensure that all identifiable information is removed. This is crucial for maintaining fairness in the recruitment process.
How to prepare for a job interview at HOUSE OF COMMONS-3
✨Know Your Customer Service Principles
Familiarise yourself with the key principles of excellent customer service, especially in a parliamentary context. Be prepared to discuss how you would handle complex queries and ensure first-time resolutions.
✨Demonstrate Your Experience
Highlight your previous experience in call handling or customer service roles. Be ready to provide specific examples of how you've successfully managed difficult situations or exceeded customer expectations.
✨Showcase Teamwork and Leadership Skills
Since this role involves supervising and motivating others, be prepared to discuss your teamwork experiences. Share examples of how you've coached colleagues or contributed to a positive team environment.
✨Research the UK Parliament
Understand the structure and functions of the UK Parliament. Being knowledgeable about its operations will help you answer questions confidently and demonstrate your genuine interest in the role.
