AO Customer Service Advisor

The Insolvency Service is a leading government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

The Business Services Directorate (BSD) is an operational delivery directorate, covering some 300 staff and a budget of £12m, providing high volume, often transactional, services to the public or supporting the provision of these services by others. BSD supports the main purpose of the Insolvency Service, delivering economic confidence, supporting those in financial distress, tackling financial wrongdoing and maximising returns to creditors by:

• making statutory redundancy payments to employees of insolvent companies
• managing the Debt Relief Order process, administering the online bankruptcy application process, and Breathing Space process
• identifying wrongdoing associated with Debt Relief Orders and redundancy payment applications
• providing a first point of contact for all insolvency related telephone enquiries
• processing distributions to creditors from PPI compensation payments
• providing estate accounting and other business services to the Agency

Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive, and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives.

We have 9 active employee network groups available to join or become an ally, these include: Carers Network, Disability network group, Employee Assistance, Representatives, FACES Network Group, LGBT+, Mind Matters, Part Time Workers, The Shed- Men’s Network Group and Women’s Network Group.

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, through our Engagement network or in their own local communities via volunteering opportunities.

The Insolvency Service is a great place to work, learn and grow your career! We have an exciting opportunity to join our Customer Service Team that is based in Edinburgh and Leeds. The successful applicants will be part of a team that receives customers queries via telephone or email and is responsible for resolving these or referring more complex queries to other teams for further investigation. The team is also responsible for completing administration tasks that support the wider Insolvency Service.

Post holders will need to be flexible to accommodate the rapidly changing needs of the agency, along with having the ability to work independently or with colleagues. A Customer Service Advisor is responsible for handling telephone calls, emails, and online enquiries from members of the public and other stakeholders.

The role involves:

• providing information on insolvency procedures, bankruptcy, Debt Relief Orders (DROs), and redundancy payment claims
• supporting customers who may be experiencing financial difficulty or who have been affected by a company becoming insolvent
• investigating customer enquiries using internal case management systems and ensuring accurate records are maintained
• delivering excellent customer service through active listening, clear communication, and empathy
• meeting performance standards relating to quality, productivity, customer service, and compliance with Civil Service policies and security requirements
• escalating complex cases where appropriate and working collaboratively with colleagues across the agency to achieve the best outcomes for customers

The role requires strong communication skills, attention to detail, resilience, and a commitment to delivering a professional and supportive service to customers during what can often be difficult and stressful circumstances.

Responsibilities include but are not limited to:

• answering a broad spectrum of customer service enquiries (telephone & emails) for multiple business units
• providing excellent customer service both orally and in writing
• providing administrative assistance to various business units within BSD
• ensuring all correspondence is dealt with in a timely manner
• delivery of professional, prompt & efficient performance in line with processes and guidance
• learning and applying correct security protocols
• understanding when queries cannot be answered at first point of contact and being able to accurately refer them to the appropriate business unit in accordance with the service level agreement
• liaising with relevant professional and technical experts, to ensure that cases progress to their appropriate conclusion in a timely manner
• maintaining accurate records and safeguarding customer data in accordance with agreed policies and processes
• participating in continuous improvement, training, development, engagement, and change management activities

Proud member of the Disability Confident employer scheme.