At a Glance
- Tasks: Join a dynamic team to resolve customer enquiries and enhance support services.
- Company: Be part of the Government Commercial Agency, making a national impact.
- Benefits: Enjoy a competitive salary, generous leave, and flexible working options.
- Other info: Great career growth opportunities in a collaborative and innovative setting.
- Why this job: Make a difference in public service while developing your skills in a supportive environment.
- Qualifications: Strong communication skills and a passion for teamwork are essential.
The predicted salary is between 29795 - 33073 £ per year.
Are you looking for an opportunity to make a meaningful national impact within a high-performing, collaborative environment? 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.
- Record 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.
- Provide support in translating customers' commercial requirements into a compliant procurement, which includes specific and measurable evaluation criteria.
- Take 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.
- Onboard 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):
- Behaviours: 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
Want to make a difference? Find out more about the rewarding work that we do in our candidate pack. The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service D&I Strategy.
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.
The Civil Service Code sets out the standards of behaviour expected of civil servants. Complaints Procedure: Our recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles.
Customer Service Senior Advisor in Newport employer: Crown Commercial Service
As a Customer Service Senior Advisor at the Government Commercial Agency, you will thrive in a dynamic and supportive environment that values collaboration and innovation. With competitive salaries, generous leave, and a commitment to employee development, this role offers a unique opportunity to make a meaningful impact while enjoying flexible working arrangements in vibrant locations like Liverpool, Norwich, Newport, and Birmingham.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Senior Advisor in Newport
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Crown Commercial Service. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Crown Commercial Service before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Senior Advisor in Newport
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Crown Commercial Service:Your cover letter is your chance to shine! Tell us why you want to work at Crown Commercial Service specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Crown Commercial Service!
How to prepare for a job interview at Crown Commercial Service
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
