Customer Service Advisor (IT)

Customer Service Advisor (IT)
Operations - Customer Services
Swindon, Newport, or Billingham - hybrid working options
Band C: £26,406

UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy.

It’s an exciting time to join UKSBS as we transform our business to be the leading UK public sector business service provider. We aim to become a very different organisation over the next few years as we move to a modern multi-platform, digitally enabled organisation.

Our people are the heart of our success. We are always looking for talented individuals to join our team and play a part in that success that’s why we invest and grow our workforce. In return for your talent and contributions, we offer flexible and family friendly working arrangements, a generous benefits package, an inclusive working environment that values your contribution, and opportunities to develop your skills and career with us.

We provide front line (Tier 1) support for any IT, HR, Payroll, Finance & Procurement queries for our customers, ensuring a timely, quality and effective resolution. As a Team Leader in our contact centre, you will oversee the day-to-day operations of the customer service/IT team, ensuring high standards of service placing the customer at the heart of every action taken. Managing, with a flexible dynamic approach, across a variety of channels including phone, email and service requests.

You proactively lead your team using strong communication skills, a passion for customer service, and enable, support, influence and motivate your team to deliver consistently high levels of performance and continuous improvement.  Be a forward thinker about how the service can be improved and matured aligned to the Tiered Service Delivery Model, as part of the over-arching Customer Support Strategy.

To do this role well you will need:

• Excellent communication skills with the ability to build positive relationships with customers and colleagues
• Experience of working within a mixed technology support environment and/or ability to learn new technologies at pace
• Technical experience of working with current levels of the Microsoft Office Suite
• Educated to GCSE level English and Maths (or equivalent qualifications) or the ability to work at this level.
• Able to demonstrate skills in fact-finding, analysis, and problem diagnosis skills to identify issue and appropriate steps to resolution
• Ability to identify, prioritise, and plan and co-ordinate own workload, demonstrable time management and organisational skills.

We look forward to hearing from you.

We are UKSBS. We are creating a place where people love to work, a culture where we lead, we change, we deliver and we empower our people to be curious, take action and add value.

Submitting an application

If you wish to apply for this vacancy, you must submit your application by Tuesday 11th February 2025.

You must submit a CV and covering letter as part of the application process. Your CV should set out your career history including training and qualifications, with key responsibilities and achievements. Please ensure that each entry of your career history also has a few sentences outlining a description and the key elements of that role.

We reserve the right to close the vacancy early if we receive a high volume of quality applications.

Things you need to know

To be considered, you will need to successfully obtain BPSS before commencing the role, obtaining clearance usually takes 5-10 working days.

UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore applicants must have eligibility to live and work in the UK at application stage.

Working pattern

This is a full-time role with team core working hours of 08:00-18:00 Monday to Friday. 

In return for your skills and experience, we offer flexible and hybrid working arrangements. Eligibility and the degree of home working will vary depending on the requirements of the role, further details will be discussed if an offer is made.

Benefits

• A generous annual leave allowance
• Flexible working and family friendly policies
• Excellent defined benefit pension scheme
• Cycle to work scheme
• Season ticket loans
• Employment Assistance Programme
• Childcare scheme and on-site nursery (at our Swindon office)

Find out more about the benefits of working at UKSBS.

Inclusion, accessibility, and adjustments

As an inclusive and Disability Confident employer, we welcome applications from a diverse range of communities.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition, we have a duty to make reasonable changes to our processes.

Find out more about out equality, diversity and inclusion commitment and vision.

For additional information, to discuss reasonable adjustments, or if you’d like a confidential discussion please contact our recruitment specialists.