Contact Centre Advisor (FTC 12 months)
We are looking for an enthusiastic, customer focused professional to join our contact centre team in Birmingham.
The Benefits
- Salary of £26,000 per annum
- Civil service pension, with an employer contribution rate of 27%
- Flexible working
- Hybrid working - specific guidelines are to be agreed with the line manager
- 26 days holiday and option to buy up to five days extra annual leave
Key Responsibilities:
- Act as a first point of contact for incoming enquiries from consumers. Assessing and triaging each contact, taking into consideration the individual's circumstances, relevant legislation, regulations and policy to resolve the query or escalate if necessary.
- Provide excellent service, putting consumers at the heart of all activities. Uses skills and experience to support vulnerable consumers with empathy and resilience.
- Work collaboratively with colleagues across the Commission, including representing the Contact Centre in Commission wide meetings, sharing relevant information and ensuring that the Contact Centre is kept updated about industry / regulatory changes.
- Identify trends in contacts received, liaise with other areas of the Commission to highlight these, understand the impact and help support any ongoing work.
- Ensure that own knowledge is kept up to date and retained to enable correct information to be provided to consumers, support continuous improvement and adapt to changes in process and technical information.
About You:
Essential:
Problem solving: You will have to consider complex and emotive correspondence to identify the facts and respond appropriately.
Nature of impact: Direct impact on consumers / members of the public, by ensuring the quality and timeliness of service and information provided is good.
Area of impact: Responsible for having frontline contact with consumers and members of the public. You will take ownership for managing an enquiry and responding appropriately.
Interpersonal skills: Able to communicate with individuals in complex and emotional circumstances and escalate issues with colleagues.
External contacts: Consumers and members of the public.
General: To demonstrate the Commission's ways of working and comply with all the Commission's policies, procedures and relevant legislation.
Our Ways of Working
Outcome-focused: We put consumers at the heart of everything we do. We take responsibility for an issue and moving it forward. We deliver results through working collaboratively.
Reaching for ways to improve: We encourage feedback and ideas. We are committed to continuous improvement and are open to trying different ways of working. We celebrate successes and take responsibility when things go wrong.
Respectful: We recognise every colleague's contribution.
We give each other timely constructive feedback. We all encourage challenge.
Communicate well: We are clear and concise. We listen and check our understanding. We explain the reasons for decisions.
Making this a great place to work: We all help to make the Commission a great place to work. We value and support each other. We demonstrate a positive attitude.
About Us
Set up under the Gambling Act 2005, the Gambling Commission is committed to safeguarding the public against any detrimental impact brought about by gambling. We do this by keeping crime out, protecting children and vulnerable people and ensuring the commercial gambling industry is run fairly and openly. We work with the legal system, the public health system, community groups and the industry itself to understand how we can protect the interests of as many people as possible, as effectively as possible.
The closing date for this role is 29th July 2024.
PLEASE NOTE: Ensure you have the right to work in the UK before applying. We are unable to provide sponsorship for visas at this time.
Incomplete applications will be discounted from shortlisting. Please ensure your application is fully completed and submitted before logging out of your account.
We reserve the right to change the closing date depending on the number of responses received. Please submit your application as soon as possible to ensure it is considered in the selection process.
As the regulator of the National Lottery, there are some roles within the Commission that are prohibited from playing the National Lottery. This does not affect your family playing. We will let you know at the interview if the role you have applied for is on the Prohibited List.
Further information
Appointment to the Civil Service is governed by the Civil Service Commission's Recruitment Principles. You have the right to complain if you feel a department has breached the Recruitment Principles. If you feel your application has not been treated in accordance with the recruitment principles and you wish to make a complaint, you should contact Governance, Gambling Commission, Victoria Square House, Victoria Square, Birmingham B2 4BP in the first instance. If you are not satisfied with the response you receive from us, you can contact the Civil Service Commission.
So, if you'd like to join us as a Contact Centre Advisor, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.