Contact Centre Advisor
Gambling Commission
About the job
Job summary
Contact Centre Advisor (FTC 12 months)
We are looking for an enthusiastic, customer focused professional to join our contact centre team in Birmingham.
About Us
Set up under the Gambling Act 2005, the Gambling Commission is committed to safeguarding the public against any detrimental impact brought about by gambling. We do this by keeping crime out, protecting children and vulnerable people and ensuring the commercial gambling industry is run fairly and openly. We work with the legal system, the public health system, community groups and the industry itself to understand how we can protect the interests of as many people as possible, as effectively as possible.
Job description
Key Responsibilities:• Act as a first point of contact for incoming enquiries from consumers. Assessing and triaging each contact, taking into consideration the individual's circumstances, relevant legislation, regulations and policy to resolve the query or escalate if necessary.
• Provide excellent service, putting consumers at the heart of all activities. Uses skills and experience to support vulnerable consumers with empathy and resilience.
• Work collaboratively with colleagues across the Commission, including representing the Contact Centre in Commission wide meetings, sharing relevant information and ensuring that the Contact Centre are kept updated about industry / regulatory changes.
• Identify trends in contacts received, liaise with other areas of the Commission to highlight these, understand the impact and help support any ongoing work.
• Ensure that own knowledge is kept up to date and retained to enable correct information to be provided to consumers, support continuous improvement and adapt to changes in process and technical information.
Person specification
About You:
Essential:
Problem solving: You will have to consider complex and emotive correspondence to identify the facts and respond appropriately.
Nature of impact: Direct impact on consumers / members of the public, by ensuring the quality and timeliness of service and information provided is good.
Area of impact: Responsible for having frontline contact with consumers and members of the public. You will take ownership for managing an enquiry and responding appropriately.
Interpersonal skills: Able to communicate with individuals in complex and emotional circumstances and escalate issues with colleagues.
External contacts: Consumers and members of the public.
General: To demonstrate the Commission’s ways of working and comply with all the Commission’s policies, procedures and relevant legislation.
Our Ways of Working
Outcome-focused: We put consumers at the heart of everything we do. We take responsibility for an issue and moving it forward. We deliver results through working collaboratively.
Reaching for ways to improve: We encourage feedback and ideas. We are committed to continuous improvement and are open to trying different ways of working. We celebrate successes and take responsibility when things go wrong.
Respectful: We recognise every colleague’s contribution.
We give each other timely constructive feedback. We all encourage challenge.
Communicate well: We are clear and concise. We listen and check our understanding. We explain the reasons for decisions.
Making this a great place to work: We all help to make the Commission a great place to work. We value and support each other. We demonstrate a positive attitude.
Benefits
Alongside your salary of £26,000, Gambling Commission contributes £7,020 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
Things you need to know
Selection process details
The closing date for this role is 29th July 2024.
PLEASE NOTE: Ensure you have the right to work in the UK before applying. We are unable to provide sponsorship for visas at this time.
Incomplete applications will be discounted from shortlisting. Please ensure your application is fully completed and submitted before logging out of your account.
We reserve the right to change the closing date depending on the number of responses received. Please submit your application as soon as possible to ensure it is considered in the selection process.
As the regulator of the National Lottery, there are some roles within the Commission that are prohibited from playing the National Lottery. This does not affect your family playing. We will let you know at the interview if the role you have applied for is on the Prohibited List.
Feedback will only be provided if you attend an interview or assessment.
Security
Successful candidates must undergo a criminal record check. People working with government assets must complete baseline personnel security standard (opens in new window) checks.
Nationality requirements
This job is broadly open to the following groups:
- UK nationals
- nationals of the Republic of Ireland
- nationals of Commonwealth countries who have the right to work in the UK
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
- nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
- individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
- Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Working for the Civil Service
Please note this Post is NOT regulated by the Civil Service Commission. The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.