Total 2 job vacancies by Brook Street

HMRC Customer Service Advisor - Telephony

Location: East Kilbride, G74 5HA

Working as part of the Customer Service Group within HMRC, the UK's tax, payments, and customs authority, you will be helping to support a vital purpose: to collect the money that pays for the UK's public services and help families and individuals with targeted financial support. 

A number of exciting customer service opportunities have arisen on an ongoing temporary basis, and we are looking for individuals who are passionate about delivering excellent customer service and making a difference. As a Customer Service Advisor, you will be supporting HMRC's customers with their telephone queries and you will play an important role in ensuring customers receive quality guidance and support. You will be working within a fast-paced environment and working to targets, whilst dealing with multiple complex customer queries over the telephone regarding their tax accounts, so we are looking for people who are comfortable with working in this type of role and environment.

This role will be a hybrid working role; however, all applicants must be situated within an hour of a HMRC site location as you will be required to attend the office from time to time and on day 1 for Induction, IT Collection and for any other business needs.

An excellent package is offered, including:

• £13.04 per hour pay rate (equivalent to £25,082 FTE salary)
• Start dates available from June - September 2024 upon successful completion of government screening checks
• Assignment length up to March 2025
• Accrual of up to 34 days paid annual leave pro rata available (inclusive of bank holidays)
• Home-based working with all IT equipment supplied to carry out your role
• Working 37 hours per week, shifts will be Monday to Friday either 8am to 4pm, 9am to 5pm or 10am to 6pm. These shifts will be allocated to you by HMRC and the expectation will be that you are flexible across all shifts.
• Applicants must be able to attend an HMRC office within one of these locations as and when required. - Day 1 collection of IT equipment is a necessity.

Key Responsibilities:

• Your primary role will be to provide a first-rate quality service through inbound telephony calls from customers regarding their tax accounts. You may also be required to undertake administrative work in addition to telephony work via HMRCs Digital Mail Service or work with customers on Web Chat.
• Following guidance, updating HMRC systems and handling customer data sensitively will be key aspects of your role to support the delivery of world-class customer service.
• You will help and support customers with their enquiries over the telephone - giving them more information, pointing them to the right guidance or escalating their enquiry so they are able to get the answers they need to support themselves, their clients, and their businesses.
• You will seek to resolve customer queries at the first point of contact where possible and use your brilliant communication skills to handle sometimes complex but rewarding conversations.

What are we looking for?

• Strong telephony skills and the ability to communicate well with customers on the telephone and via other communication channels such as email and Web Chat where required.
• A can-do attitude and a real passion for supporting people.
• You will be trained on several software packages but being a confident IT user is essential for the role, particularly the use of MS Office packages.
• Whilst this is a home-based role, you must be able to travel to one of the specified HMRC locations as and when required, including to collect and return HMRC
• Candidates applying must be able to pass a DBS check and provide proof of Right to Work in the UK.

Training:

• You will receive 2 weeks of in-house training to ensure you have the best knowledge to carry out your role and you will have a supportive and friendly management structure to support you on a day-to-day basis. Our teams keep in touch using Microsoft Teams and, although you will be working from home, you will feel part of the HMRC wider community and be able to keep in touch with your line manager as well as colleagues joining HMRC at the same time as you.
• Training will be a mixture of self-learning and virtual classroom training on HMRC policies, processes and systems including telephony. You will undertake live listening throughout the training period, and you will have the assistance of a buddy who will be there to support you during the first couple of weeks.

For successful applicants, HMRC may collect and use personal information about you before, during and after your working relationship with us, in accordance with data protection law including the UK General Data Protection Regulation and the Data Protection Act 2018. The types of information may include Information about criminal convictions/allegations and offences.

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.

Call Centre Operator - Environment Agency

Location: Rotherham

Pay: 10.66

Job Type: Temporary

Sector: Public Sector

Hours: 37 hours a week Monday-Friday working either 8-4, 9-5 or 10-6

A Little Bit About Us:

Brook Street have grown into one of the UK's leading recruitment agencies − matching thousands of people with meaningful job opportunities at more than 4,500 companies every year. Delivering a quality service to suit the needs of clients and candidates alike was important to our founder Margery Hurst and it remains important to us today.

Recruitment is about so much more than just filling job vacancies. It's about giving people the chance to unleash their full potential, through their perfect new role.

About the Client:

This is an exciting time to join the UK's biggest environmental organisation with an ambition to be Carbon Net Zero by 2030. As part of the Environment Agency, you will play your part in protecting and improving the environment. We are working with government, local councils, businesses, civil society groups and communities to meet these challenges and at the same time make our environment a better place for people and wildlife.

We now require additional team members to join our team as Customer Service Advisers in our National Customer Contact Centre. If you have great customer service skills and a passion for the environment, you can play an important role in helping our customers do the right thing and help our work.

What Will Be Your Day to Day Tasks?

Ideally you will have worked in a customer service role before, but if this is your first role or a career change don't worry as we provide all the training and help, you'll need. The most important thing we are looking for is a passion for providing great customer service and the resilience to succeed.

You'll need to have:

• Basic computer skills
• First class written & verbal communication skills
• An ability to identify and acknowledge customer needs
• Decision making and finding solutions to potential problems
• The ability to work independently and as part of a team

What's in this for you?

Diverse and Exciting Role: You will part of a team assisting our customers to ensure the correct rod licence is in place this will be an inbound call service. Calls will be from a wide range of customers, including members of the public and local communities to larger organisations. Every day will be different and fulfilling.

Training and Support: No prior experience? No problem! It's more important that you can provide an excellent customer experience and have perseverance and dedication to finding solutions for customers. We provide comprehensive training, ensuring you have all the knowledge and skills needed to succeed in your role.

Continuous Learning: Enhance your practical abilities and environmental awareness through hands-on work. We encourage further development, including specialist training when required.

Team Environment: Work as part of a close-knit team of like-minded individuals who share your passion for the environment. As a team, we make a real impact and create a better world for all.

Meaningful Impact: Responding to incidents is a central part of what we do. You will be required to have an incident role and make yourself available to answer to incidents or, provide business continuity aid during an incident. This may attract an additional payment and full training and workplace adjustments will be available to assist you with your incident role.

Our full-time roles mean you will be working 37 hours per week across Monday - Friday on a fixed shift pattern.

You'll benefit from a culture that embraces difference and where you'll feel encouraged and trusted to do the right thing.

Diversity in the workplace:

At Brook Street, we believe that by harnessing diversity of thought and experience across our company, exceptional things happen. We continually strive for a highly diverse workforce and an inclusive culture where everyone feels valued, listened to and able to discover their personal best.

Brook Street is a Disability Confident Leader, and we have also hold Gold Award status from the Defence Employer Recognition Scheme.

Our supply of Contingent Workers to the Public Sector Resourcing Framework (PSR) has driven us to take further steps in supporting candidates with disabilities or veterans. Through our Guaranteed Interview Scheme, we offer candidates with disabilities and veteran who meet the stipulated criteria for the role, a guaranteed interview with a PSR Sourcer.

Should you identify as a candidate with a disability or a veteran, we encourage you to reach out to us via email at , providing the role's navigation link and your qualifications. We are committed to engaging with you.
Throughout the application process we will discuss any reasonable adjustments needed. Your comfort and accessibility are of utmost importance to us, and we are eager to ensure a seamless communication journey.

If this sounds like the role for you then please apply now! Please note we expect a large volume of applications for this role and so if you have not heard anything within 7-14 working days please presume you have been unsuccessful on this occasion.