Job Description: Staff with excellent customer service skills are vital to the effective operation of the Courts, Tribunals and other offices within Her Majesty’s Courts and Tribunals Service (HMCTS).The NCES (National Compliance and Enforcement service) contact centre at HMCTS Wales Contact & Compliance Centre in Cwmbran is a busy centre that operates a centralised telephony service for courts and tribunals receiving up to 10,000 calls per week. The centre prides itself on excellent customer service and is continually striving to improve using continuous improvement tools and techniques. Customers calling the contact centre are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. In addition to providing an excellent service to our external customers, agents will be in regular contact with court and tribunals staff at processing sites throughout the country. Job Responsibilities: To be a team player, supporting the team with workload, sharing best practice and knowledge with colleagues. Identify and deal with any errors or gaps in information before making a decision. Consider the diverse needs of those affected by decisions and how it will impact them. Provide advice and feedback to support others in making accurate decisions. Checking case details for compliance where amendments have been made to accounts or customers first knowledge of offence Signposting customers to the correct areas where enquiries need redirecting To keep up to date with knowledge relating to the organisation. Undertake training and attend team briefs & office meetings to maintain skills & knowledge needed to carry out job. To be responsible for own development and be flexible with assisting other business areas when required. Use an appropriate method of communication for each person such as an email, telephone call or face-to-face, taking into consideration their individual needs. Use plain and simple language, being careful to check written work for errors. Consider the impact of language used on different groups of stakeholders. To look for innovative ways to continually improve the customer experience through the use of problem solving tools. Behaviour at all times to be in line with the Civil Service Code of Conduct and the MOJ Equality & Diversity Policy. Care taken of your own health & safety and that of people who may be affected by what you do (or do not do). To co-operate with others on health & safety issues & not interfere with, or misuse anything provided for health, safety or welfare. To perform ad hoc duties within the grade (and with adequate training) as required by the line manager. To answer a broad spectrum of telephone enquiries for all regional areas covered by the centre. To be able to note up records in an efficient manner, whilst holding the discussion with the customer. To be able to actively listen, is a fundamental skill and as such is an essential part of the role. To work as a team to ensure Team Information Board (TIB) meetings are relevant, timely and productive. To work as a team to problem solve, assess the impact of new Standard Operating Procedures (SOPS) and contribute to small projects. Job Details: Company: Ministry of Justice Vacancy Type: Full Time Job Location: Blackwood, Wales, UK Application Deadline: N/A Apply Here vacancyoptions.com
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