Job role: Call Handler (Day shift)
Location: Liverpool, L3 9PP
HYBRID 60% office based, 40% remote working- office days are scheduled to align with business needs on a rota basis.
Hourly rate: £12.84ph
Working Days/Hours:
Monday to Friday, 37 hours per week, 08:45 to 17:09
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 (Call Handler).
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.
When working at home, employees should be actively participating in work. As well as demonstrating output they should be available and contactable during their normal working hours, other than over their lunch period. If the employee is not going to be working during part of their working day, e.g., because of a medical appointment, they should discuss this in advance with their manager and inform others it may affect. If they are going to be offline for several hours, they should set up an out of office message giving an alternative point of contact for any urgent work.
While working remotely, employees must ensure that they make appropriate arrangements for any childcare or other caring responsibilities, just as they would do on days when they are in the workplace. This is to ensure both the safety of the person being cared for and the employee's ability to work without distractions; be available to colleagues and to participate in work meetings and calls freely and effectively.
Key responsibilities:
As a Customer Agent, you will be trained and empowered to resolve all customer enquiries in a 'once and done' approach.
Responsibilities
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 the office is required for a 4-week period. No annual must be taken during this 4-week training period.
You must hold a valid passport and must have lived in the UK for at least 5 years. You can apply for the role with your CV. This role requires security clearance that will be processed for you, if successful and can take approximately 6-8 weeks to be processed.
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.
