operational officer

About the company

If you're someone who naturally puts people at ease, enjoys variety in a fast-paced day, and takes pride in getting things right first time-this is a brilliant opportunity. Our Client is hiring for a busy HMCTS contact centre in Northampton, supporting customers with Civil Money Claims and helping them navigate stressful situations with clarity and empathy. What you'll be doing:

Your tasks

• Handling inbound calls from the public about Civil Money Claims, providing prompt, polite and accurate support
• Listening carefully to each caller's circumstances and responding with empathy and understanding
• Drafting clear, accurate call notes after each conversation on the appropriate operating systems
• Answering a broad range of telephone enquiries and escalating queries you can't resolve from the case file
• Checking and verifying information to ensure administration documents meet quality standards
• Working with the team to problem-solve, assess the impact of new Standard Operating Procedures (SOPS), and contribute to small projects
• Participating in training, team briefs and office meetings to keep your knowledge sharp
• Using plain, simple language in written communication, including email responses to other teams where needed
• Supporting continuous improvement to enhance the customer experience using problem-solving tools and techniques
• Working between 08:30-17:00 on a scheduled basis (some reduced hours may be available between 10:00-17:00)

Requirements

• A bright, friendly and courteous approach with a genuine focus on excellent customer service
• Confidence handling enquiries in a busy public-facing environment
• Good written communication skills-able to draft clear notes and check spelling and grammar
• The ability to multi-task and move quickly between calls in a fast-paced contact centre
• Strong decision-making habits: knowing when to ask questions, when to record decisions, and when to seek clarification
• A willingness to learn new procedures, follow policies and adapt to change
• Basic computer literacy at the level required for the role
• Commitment to working in line with the Civil Service Code of Conduct and Equality & Diversity expectations

How to apply

If this sounds like the kind of role where your communication and empathy genuinely make a difference, we'd love to hear from you. Apply now to be considered.

Other

Call Centre Agent (AO) Location:NN1 2LH*

Additional information

• 37 hours per week, office based
• Pay rate: £12.86 per hour

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.