Customer Support Advisor - Newport in Hungerford

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.

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.

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.

How to Apply

Click the 'Apply now' button and complete the application form by providing the following: 500-word Personal Statement. Use this to explain why you're suitable for the role. Structure your statement around the essential criteria in the Person Specification. Make sure to provide clear examples to show how you meet each requirement.

Additional Information

Welsh language skills are highly desired to assist with meeting the requirements of the Welsh Language Scheme.

For further information on the sift and interview stages of this recruitment campaign, please head to our 'Things you need to know' section below.

If you require job-specific information, please contact Thomas Bushell.

Behaviours

We'll assess you against these behaviours during the selection process:

• 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. 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. 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.

Please note that benefits may be subject to change.

Selection process details

This vacancy is using Success Profiles, and will assess your Behaviours, Strengths and Experience. The assessment process will comprise of the following:

• Stage 1 - Pre sift testing: The following pre sift test will need to be completed and passed before your application will be seen by the panel: Civil Service Judgement Test.
• Stage 2 - Sift: An initial sift of applications will be carried out to create a shortlist.
• Stage 3 - Interviews: If successful at sift candidates will then be invited to an interview where you will be assessed on Behaviours and Strength.

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

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.

In line with Government guidance, successfully appointed candidates will need to provide documents for our Right to Work checks.

If you require a reasonable adjustment at any stage of the recruitment process, then please let the recruitment team know.

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 may result in your application being withdrawn or rejected at any stage of the process.

Security

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

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants. We recruit by merit on the basis of fair and open competition. The Civil Service embraces diversity and promotes equal opportunities.