A2/AO Customer Service Officer

The Insolvency Service is a leading Government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

This is an exciting opportunity to join our Customer Service Team located in Edinburgh and Leeds.

The team addresses customer enquiries through telephone and email, handling resolutions or directing more complicated issues to other departments for further investigation. Additionally, the team undertakes administrative tasks that assist the broader Insolvency Service.

We have 10 active employee network groups available to join or become an ally, these include, Carers Network, Disability & Health, FACES Network Group, Grass Roots, LGBT+, Mind Matters, No Limits, Part Time Workers, The Shed, and Women’s Network Group.

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, though our Engagement network or in their own local communities via volunteering opportunities.

The Insolvency Service is a great place to work, learn and grow your career!

The successful applicants will be part of a team that receives customer queries via telephone or email and is responsible for resolving these or referring more complex queries to other teams for further investigation. The team is also responsible for completing administration tasks that support the wider Insolvency Service.

Post holders will need to be flexible to accommodate the rapidly changing needs of the agency, along with having the ability to work independently or with colleagues.

We support the main purpose of the Insolvency Service; delivering economic confidence, supporting those in financial distress, tackling financial wrongdoing and maximising returns to creditors by:

• Making statutory redundancy payments to employees of insolvent companies
• Managing the Debt Relief Order process and administering the online bankruptcy application process and Breathing Space process
• Identifying wrongdoing associated with Debt Relief Orders and redundancy payment applications
• Providing a first point of contact for all insolvency related telephone enquiries
• Processing distributions to creditors from PPI compensation payments
• Providing estate accounting and other business services to the Agency

Responsibilities

Roles and Responsibilities include but are not limited to:

• Answering a broad spectrum of customer service enquiries (telephone & emails) for multiple business units
• Providing excellent customer service both orally and in writing
• Providing administrative assistance to various business units within BSD
• Ensure all correspondence is dealt with in a timely manner
• Delivery of professional, prompt & efficient performance in line with processes and guidance
• Learn and apply correct security protocols
• To understand when queries cannot be answered at first point of contact and be able to accurately refer them to the appropriate business unit in accordance with the service level agreement
• Liaise with relevant professional and technical experts, to ensure that cases progress to their appropriate conclusion in a timely manner
• Maintain accurate records and safeguard customer data in accordance with agreed policies and processes
• Participate in continuous improvement, training, development, engagement, and change management activities