Customer Support Advisor - Newport

Customer Support Advisor - Newport

About the job

Job summary

Customer Support Advisor

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. This advisor role enables you to develop and learn about all areas of Intellectual Property as a good launchpad into other areas of the office.

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 16 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.

Working Style

This role will be carried out in-line with IPO Hybrid working arrangements where staff are currently expected to spend at least 20% of their time working onsite from one of our offices. This role is based in our Newport Office.

The requirement for attendance at an office location can vary by role so we would encourage candidates to discuss working arrangements with the recruiting manager to agree a reasonable balance between working from home and the office.

The IPO holds a visa sponsor licence however; this role is not eligible for sponsorship under the Skilled Worker route. Candidates will therefore need to have an existing right to work in the UK at the time of application.

Job description

Main duties consist of but are not limited to

• 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.
• Receiving, logging and managing new complaints and complex queries, escalating appropriately and engaging the relevant subject matter experts where needed.
• 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.

Person specification

Essential Criteria

• Ability to provide tailored customer service to a diverse customer base, handling enquiries, complaints and complex queries through a range of channels.
• Displaying written and verbal communication skills, with the ability to explain information clearly, gather relevant details and work effectively with customers &colleagues.
• Being well organised, including managing competing priorities, keeping stakeholders updated and ensuring work is completed efficiently.
• Ability to be adaptable and resilient, with the ability to work effectively in a changing environment, embrace new ways of working and support evolving business needs.

Behaviours

• Managing a Quality Service
• Communicating and Influencing
• Working Together

Benefits

Alongside your salary of 27,740, Intellectual Property Office contributes 8,036 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• A flexible working scheme with excellent development opportunities
• 25 days annual leave moving to 30 days in annual increments (1 day per year) over 5 years of reckonable service. You will also get 8 days public leave and 1 day privilege leave
• Family friendly policies that support modern working families and individuals with caring responsibilities
• A variety of support functions; Staff Counselling Service, Peer to Peer Support Group
• Eligibility for special and office-wide bonus payments
• The opportunity to form part of our many inclusive network groups, find out more by looking at Intellectual Property Office (IPO) (diversityjobsgroup.com)
• A range of wellbeing initiatives; Onsite Gym (Newport office), Eye Care Scheme, Volunteering Programme, Cycling facilities
• Free car parking is available on site at our Newport office
• On-site shop, restaurant and coffee shop at our Newport office

For more information about what's on offer at the Intellectual Property Office please review our IPO benefit pack attached to the bottom of this advert.

Please note that benefits may be subject to change.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours, Strengths and Experience.

Stage 1 - Pre sift testing

• Civil Service Judgement Test

Applicants to note: All listed behaviours will be assessed during the Civil Service Judgement Test. There are no time limits for the completion of tests. Please ensure you complete the test with enough time to fully complete and submit your application before the closing date. Full instructions will be given at the start of the test. The deadline for completing the tests is the same as the application deadline: Tuesday 15th September 2026 at 23:55. Please ensure you leave yourself enough time to fill out the application after completing the tests.

Stage 2 - Sift

An initial sift of applications will be carried out to create a shortlist. This will be based on the evidence provided for the following Success Profile elements:

Experience

Your 500-word Personal statement will demonstrate your Experience against the listed person specification/essential criteria.

Stage 3 - Interviews

If successful at sift candidates will then be invited to an interview where you will be assessed on Behaviours and Strength. Specific information regarding the Success Profile elements that will be assessed at interview will be contained within the interview invitation. Interviews for this role will be carried out in person at our Newport Office.

This recruitment campaign will keep a reserve list for 12 months. If you meet the requirements for this role but aren't offered after passing the interview, you'll be placed on the reserve list. If a suitable position opens up during this time, we will reach out to individuals in merit order.

The successful candidate would be expected to remain in the role for a minimum of 12 months before applying for another role.

The Recruitment team operational hours are 09:00 to 17:00 Monday - Friday excluding bank holidays.

Applicants to note: CVs sent direct to the IPO will not be accepted.

This post is being advertised to Internal, across Government and external candidates at the same time.

Incomplete and/or late submissions will not be accepted or considered. Feedback will only be provided if you attend an interview or assessment.

We do not routinely reimburse travel expenses for candidates, however if participating in the selection process would cause you undue financial hardship or if it restricts your ability to participate, please contact the recruitment team for more information.

In line with Government guidance, successfully appointed candidates will need to provide documents for our Right to Work checks. Information on this will be sent within the invite to interview text. If you require a reasonable adjustment at any stage of the recruitment process, then please let the recruitment team know via;

In the event of a high volume of applications, the Intellectual Property Office (IPO) reserves the right to raise the minimum qualifying score at sift to manage volumes and ensure a proportionate and fair assessment process.

Please be aware that only one application per candidate is permitted for each recruitment campaign. Multiple applications, including those made using different accounts, may result in your application being withdrawn or rejected at any stage of the process.

For more information on the IPO's terms and conditions, please review the attached IPO Modernised Terms and Conditions document attached at the bottom of this advert.

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window). The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

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 (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).