Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Join a dynamic team to resolve customer enquiries and enhance support services.
- Company: Be part of the Government Commercial Agency, the UK's largest public procurement organisation.
- Benefits: Enjoy a competitive salary, generous leave, and flexible working options.
- Other info: Great career growth opportunities and a chance to work with a diverse team.
- Why this job: Make a real difference in public service while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 29795 - 33073 £ per year.
By being part of the Customer Service Centre (CSC) team, you join Government Commercial Agency (GCA) in its purpose to help the UK public sector realise the best value in its commercial and procurement activity.
Job Summary
The role is a blend of team coordination and technical execution. You will solve routine problems within clear organisational boundaries as part of a diverse 20-person team across four sites. You will deliver world-class support in our award-winning centre, managing high-capacity workflows, including 1,500+ weekly enquiries and 100 daily calls. This includes maintaining our high standards, building on the achievement of scoring 8.8 in CSAT last financial year against a target of 7.7. This multifaceted role also offers opportunities for involvement in projects and low-value procurement.
Key Accountabilities:
- Resolve customer enquiries of varying complexity across multiple channels by applying comprehensive product expertise and industry best practices. Recording quality data within CRM and GCA systems.
- Conduct targeted outbound outreach to resolve high-level technical escalations and enhance customer support.
- Contribute to the delivery of departmental targets and GCA wider objectives.
- Engage, support and coach peers in a busy and challenging Customer Service Centre environment.
- Act as a reliable subject matter expert within the team whilst also leading by example and demonstrating a demand for new knowledge that supports customer enquiry resolution.
- Providing support in translating customers' commercial requirements into a compliant procurement, which include specific and measurable evaluation criteria.
- Takes full ownership of role-specific complaint resolution processes, ensuring strict adherence to GDPR protocols.
- Develop knowledge bank materials to support the resolution of increasingly complex and higher volumes of enquiries through the Customer Service Centre.
- Onboarding of new suppliers onto DPS frameworks in line with compliance guidelines.
- Deliver low complexity procurement activities on behalf of GCA customers.
- Identify ongoing assisted procurement opportunities with existing/prospective customers.
Essential Criteria (to be assessed at application stage):
- Ability to identify trends and issues, understanding how to create, read and action reports and feedback.
- Ability to work as part of a team and with a customer service ethos.
- A strong communicator who can inspire people to reach their potential through holding impactful team meetings, one-to-ones and other forms of team contact.
- Understands, supports and is able to embrace targets, KPI’s and objectives as a standard operating tool with excellent analytical, verbal and written communication skills.
Success Profiles (to be assessed at interview):
- Delivering at Pace
- Managing a Quality Service
- Working together
- Communicating and influencing
Valuing our people:
- Competitive salary
- Generous pension scheme
- A discretionary non-contractual performance related bonus
- Working remotely in addition to working in advertised office location
- Flexi time scheme (available for B1-B6)
- Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays.
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the relevant resources.
We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact recruitment@gca.gov.uk.
Working flexibly, delivering outcomes
GCA operates a smarter working model that balances flexibility with collaboration. Successful candidates are expected to spend at least 26 days per quarter (approximately 2 days per week, pro-rata) at their contracted office, another GCA site, or off-site for meetings. For the remainder of the time, you may work from home or another suitable location that meets business needs.
Selection Process
A reserve list may be held for up to 12 months, which the Civil Service may use to fill future suitably similar vacancies across government for candidates who are considered appointable following interview. Should you be placed on a reserve list and want to be removed please contact recruitment@gca.gov.uk.
Please note that as part of this recruitment process, if you are unsuccessful at the interview stage but are close to the benchmark score you may be considered for and offered a role at a lower pay band within the same job family.
Customer Service Senior Advisor employer: Crown Commercial Service
Contact Detail:
Crown Commercial Service Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Senior Advisor
✨Tip Number 1
Get to know the company inside out! Research the Government Commercial Agency and its mission. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Mock interviews with friends or family can help you get comfortable with common questions. Focus on demonstrating your customer service skills and how you can contribute to the team's success.
✨Tip Number 3
Network, network, network! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Customer Service Centre team.
We think you need these skills to ace Customer Service Senior Advisor
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your application to highlight how your skills and experiences align with the role of Customer Service Senior Advisor. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Communication Skills: Since this role involves a lot of customer interaction, it's crucial to demonstrate your strong communication abilities. Use clear and concise language in your application, and don’t forget to include examples of how you've effectively communicated in past roles.
Highlight Teamwork Experience: We value collaboration, so be sure to mention any experiences where you've worked as part of a team. Share specific examples that showcase your ability to support and inspire others, as this is key to thriving in our Customer Service Centre.
Apply Through Our Website: For the best chance of success, make sure to submit your application through our official website. This ensures that your application is processed correctly and allows us to keep track of all candidates efficiently.
How to prepare for a job interview at Crown Commercial Service
✨Know Your Stuff
Make sure you brush up on the products and services relevant to the role. Understanding the ins and outs of what the Government Commercial Agency does will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Team Spirit
Since this role involves working within a diverse team, be prepared to discuss your experiences in teamwork. Share examples of how you've supported colleagues or contributed to team goals, as this will demonstrate your ability to work collaboratively in a busy environment.
✨Communicate Clearly
As a Customer Service Senior Advisor, strong communication skills are key. Practice articulating your thoughts clearly and concisely. You might even want to do a mock interview with a friend to get comfortable with expressing your ideas and experiences.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of specific examples from your past where you've successfully resolved customer issues or improved service delivery, and be ready to explain your thought process during those situations.