Call Handler - Part time - #1675993

Role: Call Handler Part time Shift E
Location: Liverpool L2 9PP - 60% Office attendance required scheduled by rota
Working Hours: Part time, regardless of shift applied for, training will be full time, during the hours of 9:00am to 17:00pm
Contract: Temporary, 6-months with the possibility of extension based on performance and demand
Pay rate: £13.85ph

Shift E - Saturday 9:15-16:45 (30 minute lunch), Wednesday 16:00-20:00, Thursday 16:00-20:00, Friday 16:00-20:00

Brook Street in partnership with the Home Office has a fantastic opportunity to join their Customer services - Visa, Status and Information Services department as an AO Resolution Centre Agent.

AO Resolution Centre Agents are contact centre staff responsible for handling inbound calls, as the primary function of the role, but dependent on business needs can sometimes also be responsible for responding to webform and webchat enquiries in relation to but not limited to, EU Settlement Scheme and Future Borders and Immigration applications. AO Resolution Centre Agents will deal with general customers of varying nationalities requiring advice on how to apply, application updates (EUSS and FBIS), digital status enquiries including how to register for eVisa accounts and rights to work and rent. AO Resolution Customer Centre Agents must be proficient in IT as they navigate through various systems enabling them to give customers a world class customer service.

Why choose us?

• Develop Your Career: Explore the exciting avenues within the Civil Service and elevate your professional journey.


• Join a professional and well-established working environment: Develop yourself in a fast paced yet immensely rewarding workplace where every day brings new opportunities.


• Working in the heart of the Civil Service: Supporting delivery of departmental priorities and providing an excellent customer service.

Key responsibilities:
As a Customer Agent, you will be trained and empowered to resolve all customer enquiries in a 'once and done' approach.

The role will include:

• Answering phone calls, emails and webchat queries in a polite and professional manner.


• Providing a complete and informed response on first contact to all customers.


• Reviewing customer information, including information provided as part of their application; assessing any further actions they may need to take and advising customers appropriately.


• Accurately inputting all necessary information on internal IT systems within required timelines so that customer contact is recorded; routing calls appropriately based on the information you receive.


• Taking responsibility for your own development needs, proactively maintaining and building your knowledge of relevant subjects following training.


• Committing to continuous improvement with willingness to take responsibility for identifying and/or implementing improvements.

Training:
Full time (Monday to Friday 9am -5pm) in office is required for a 2-week period. No annual must be taken during this two-week training period.

Compliance:
You must hold a valid passport and must have lived in the UK for longer than 5 years. You can apply for the role with your CV. This role requires security clearance and a basic DBS that will be processed for you, if successful.

Brook Street are proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability and/or as a veteran or spouse/partner of military personnel and meet all the essential criteria for the role, we encourage you to reach out to us via the Brook Street website. Here you will find a link to register your interest and state the role that you are interested in. We are committed to engaging with you.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.