48 Customer Services jobs in Roslin, Midlothian

The Real Time Officer is responsible for the scheduling and monitoring of Customer Service Agent availability to meet the demand of the contact centre. The post holder is also responsible for changes and management of contact centre technologies and the production and distribution of management information/statistics. In line with the agency's One Service approach, the successful applicant will also be responsible for supporting other directorates with the duties listed below and with other duties suited to their grade as required by their line manager. Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. 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 role of the Real Time Officer within the Customer Service Team offers the exciting opportunity for an enthusiastic person to be part of a modernised approach to handling email and telephone contact as well as other potential channels of communication with our customers. Responsibilities The key responsibilities of the post are as follows:

• To create a schedule to manage sufficient resource to deliver telephony and administration customer contact to agreed targets.
• To monitor and update the schedule to deal with fluctuations in available resource and demand.
• To report against operational service standards, including volume, average handling time, staff adherence and forecast accuracy across all service lines.
• To support the consistent, appropriate and accurate use of the phone system by actively correcting advisor behaviours in real-time.
• To influence service standard outcomes by working in conjunction with Office Managers to help support advisors in meeting agreed standards.
• To support the Management Team by providing insight and management and statistical information.
• To work in conjunction with wider management team to create best practice to improve team performance.
  
  Disability Confident
About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .

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.