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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: Opportunities for career growth and involvement in exciting projects await you.
- 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. 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 in Liverpool 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 in Liverpool
✨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 like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral, which is always a bonus!
✨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 in Liverpool
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 requires strong communication, give examples in your application that demonstrate your ability to engage and inspire others. Whether it's through team meetings or customer interactions, let us see your flair for effective communication!
Highlight Teamwork Experience: We value collaboration, so share instances where you've worked as part of a team to achieve goals. Mention any specific projects or challenges you tackled together, showing how you contribute to a positive team environment.
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to navigate!
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. Familiarise yourself with common customer queries and how to resolve them. This will show that you’re not just a good communicator, but also a knowledgeable advisor.
✨Showcase Your Team Spirit
Since this role involves working in a diverse team, be ready to discuss your experiences in teamwork. Share examples of how you've supported colleagues or contributed to team goals. Highlighting your collaborative skills can really set you apart.
✨Prepare for Behavioural Questions
Expect questions around delivering at pace and managing quality service. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your experiences clearly and effectively.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about team dynamics, ongoing projects, or how success is measured in the role. This shows your genuine interest and helps you assess if the company is the right fit for you.