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- Tasks: Help customers with diverse queries via phone and email in a supportive team.
- Company: Join the Intellectual Property Office, a dynamic and inclusive workplace.
- Benefits: Earn £14.42 per hour with hybrid working and professional growth opportunities.
- Why this job: Make a real difference by providing tailored customer service and solving problems.
- Qualifications: Strong communication skills and a passion for helping others.
- Other info: Enjoy a collaborative culture with flexible office attendance and training support.
The predicted salary is between 25 - 30 £ per hour.
Brook Street are recruiting on behalf of Intellectual Property Office for two new temporary members to join their customer support team. Please see below specification and apply directly.
Full time position (37 hours) Monday - Friday
Pay - £14.42 per hour
Temporary until 02/09/2026
Hybrid working
Job Summary
The Customer Support Centre takes pride in helping our customers via conversations which are interesting and varied. Day to day you will be responding to emails in between answering calls, as well as transferring complex queries to the appropriate departments. Though telephone experience is desirable, our focus is on recruiting staff that enjoy speaking to our customers and can tailor their approach to deliver a high-quality, efficient and accessible service. This will be achieved through a culture of accountability, respect and teamwork. The department is made up of two supportive teams amounting to 20 people at full capacity. The working hours are weekly shifts alternating between 8am-4pm and 9am-5pm, with scheduled lunches and breaks to ensure adequate cover of phone lines. Weekly team office days take place to connect with your colleagues and assist in meeting the minimum of 20% office attendance. The initial hybrid training program is completed over a four-week period, after which individuals begin handling calls with support before transitioning to independent work when prepared.
Main duties
- Handling a wide range of queries from a diverse customer base, covering general Intellectual Property topics and application processing via telephone and email.
- Forwarding complex calls and emails to the relevant departments.
- Logging and escalating complex queries as needed.
- Receiving new complaints and complex queries, escalating appropriately and involving the right subject matter experts.
- Booking visitor appointments to the office.
- Gathering data and obtaining customer permissions to support wider organisational needs.
- Maintaining a Continuous Improvement mindset by staying informed about CI practices and actively contributing ideas.
- Expanding knowledge through meaningful learning and embracing a personal growth mindset.
- Supporting training delivery and buddying colleagues when required.
- Participating in wider team, directorate, and corporate initiatives, and occasionally assisting other areas with workloads as part of a collaborative One IPO approach.
Essential criteria
- Providing tailored customer service
- Dealing with challenging conversations / identifying complaints
- Written and verbal communication skills
- Organisational skills
Other Info
You will be expected to attend the office a minimum of 1 day a week (20% of your working hours). Although there may be flexibility to choose the day that suits you, you will also need to attend the office for training and other business essential work as and when required. This may be at short notice.
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.
Customer Support in Newport employer: Brook Street
Contact Detail:
Brook Street Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support in Newport
✨Tip Number 1
Get to know the company! Research the Intellectual Property Office and understand their values and mission. This will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your phone skills! Since this role involves handling calls, try role-playing with a friend or family member. Focus on how to handle challenging conversations and provide tailored customer service, just like you'll need to do in the job.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can give you insider tips about the interview process and what it’s really like to work in the Customer Support team at IPO.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, you can easily keep track of your application status and any updates directly from us.
We think you need these skills to ace Customer Support in Newport
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the Customer Support role. We want to see how you can bring your unique flair to our team!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, it’s crucial to demonstrate your written communication skills. Keep your language clear and friendly, just like you would when speaking to a customer.
Highlight Relevant Experience: If you've got experience dealing with challenging conversations or providing tailored customer service, make sure to mention it! We love seeing how candidates have handled similar situations in the past.
Apply Through Our Website: Don’t forget to apply directly through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Brook Street
✨Know Your Customer Service Basics
Before the interview, brush up on your customer service skills. Understand how to handle various types of queries and complaints, as this role is all about providing tailored support. Think of examples from your past experiences where you successfully resolved issues or improved customer satisfaction.
✨Familiarise Yourself with Intellectual Property
Since you'll be dealing with queries related to Intellectual Property, take some time to learn the basics. This will not only show your interest in the role but also help you answer questions more confidently. A little knowledge goes a long way in impressing your interviewers!
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This is crucial for a customer support role. Make sure to listen carefully to the questions asked and respond thoughtfully. You can even ask clarifying questions to show that you’re engaged and keen to understand fully.
✨Show Your Team Spirit
The job emphasises teamwork and collaboration, so be ready to discuss how you work well with others. Share examples of how you've contributed to team success in previous roles. Highlighting your ability to support colleagues and participate in team initiatives will resonate well with the interviewers.
