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For Companies At a Glance
- Tasks: Be the first point of contact for users needing updates on their applications.
- Company: Join Brook Street, a proud supporter of the Armed Forces and committed to inclusivity.
- Benefits: Enjoy a competitive pay rate of £12.36 p/hr and comprehensive training.
- Why this job: Make a real impact by helping people navigate their divorce process in a supportive environment.
- Qualifications: Strong customer service skills are essential; contact centre experience is a plus.
- Other info: This is a temporary role for 6 months, with full training provided.
Overview
HMCTS – Customer Advisor – Divorce Service Line. Location: HMCTS Bennett House Town Road, Hanley, Stoke on Trent, Staffordshire ST1 6AU. Office based. Hourly rate: £12.36 per hour, increasing to £13.25 after 12 weeks. Working days/hours: 37 hrs per week. Rota/shift based – Monday to Friday 9am–6pm. Contract: temporary for 6 months, with potential extension pending performance and business needs.
What you\’ll do
As a Customer Advisor, you\\\’ll be the first point of contact for service users, handling inbound calls and providing clear, accurate guidance on applications and court-related queries. You\\\’ll offer reassurance, signposting, and practical information, ensuring every caller receives an accessible and inclusive service.
This is a telephone-based contact centre role with minimal administration, so you\\\’ll be comfortable spending most of your day on calls and communicating clearly with a wide range of people.
Responsibilities
- Handling inbound calls from members of the public and professional users
- Providing updates, guidance, and signposting on divorce applications and court cases
- Accurately processing and updating high-volume case information
- Explaining processes clearly so customers know what to expect
- Managing short-term queries with empathy, resilience, and professionalism
Clearance
Basic DBS
Training
- Training hours: 9:00am–5:00pm, Monday to Friday
- First 3–4 weeks focused on administration and systems
- Progression into 2 weeks call-handling training after consolidation
Additional clearance
Please note that a period of 6 months or longer spent outside the UK in the last 5 years will require an additional overseas police check. Responsibility of the candidate to provide.
Equality, Diversity and Additional support
Brook Street are proud to support the Armed Forces Covenant and guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all 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. If you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all essential criteria, please reach out via the Brook Street website to register your interest.
We are committed to engaging with you. In cases with high volumes of ex-military candidates/military spouses/partners, Brook Street will interview the best candidates from within that group.
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Customer Advisor employer: Brook Street
Contact Detail:
Brook Street Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Advisor
✨Tip Number 1
Familiarise yourself with the Divorce Service Line and the specific needs of service users. Understanding the common queries and concerns that customers may have will help you provide better support during your calls.
✨Tip Number 2
Practice your telephone communication skills. Since this role is heavily focused on telephony, being able to convey information clearly and confidently over the phone is crucial. Consider role-playing scenarios with friends or family to build your confidence.
✨Tip Number 3
Demonstrate your resilience and assertiveness in conversations. Think about examples from your past experiences where you successfully handled difficult customer interactions, as these will be valuable to share during any discussions with us.
✨Tip Number 4
Be prepared to discuss your availability and commitment to the training schedule. Since the role requires full attendance during the initial training period, showing that you can fully commit will make you a more attractive candidate.
We think you need these skills to ace Customer Advisor
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the responsibilities and requirements of the Customer Advisor position. Highlight your relevant experience in customer service or contact centre roles.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job. Emphasise your communication skills, resilience, and any previous experience in a telephone-based role.
Craft a Strong Cover Letter: Write a cover letter that showcases your enthusiasm for the role and explains why you are a good fit. Mention your ability to handle high volumes of calls and your commitment to providing excellent customer service.
Prepare for the Interview: If selected for an interview, prepare by practising common interview questions related to customer service and telephone handling. Be ready to discuss how you would manage challenging situations with customers.
How to prepare for a job interview at Brook Street
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Customer Advisor. Familiarise yourself with the Divorce Service Line and think about how your skills can contribute to providing an accessible and inclusive service.
✨Showcase Your Communication Skills
Since this is a telephone-based role, practice clear and concise communication. Be prepared to demonstrate your ability to explain processes in a way that customers can easily understand during the interview.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and customer service skills. Think of examples from your past experiences where you successfully resolved customer queries or handled difficult situations.
✨Highlight Resilience and Assertiveness
The role requires a resilient and assertive nature. Be ready to discuss how you handle stress and maintain professionalism in challenging situations, as this will be crucial for supporting service users effectively.
