Call Centre Agent (AO)
Location: NN1 2LH
Additional information:
- 37 hours per week, office based
- Pay rate: £12.86 per hour
If you’re someone who naturally puts people at ease, enjoys variety in a fast-paced day, and takes pride in getting things right first time-this is a brilliant opportunity. Our Client is hiring for a busy HMCTS contact centre in Northampton, supporting customers with Civil Money Claims and helping them navigate stressful situations with clarity and empathy.
What you’ll be doing:
- Handling inbound calls from the public about Civil Money Claims, providing prompt, polite and accurate support
- Listening carefully to each caller’s circumstances and responding with empathy and understanding
- Drafting clear, accurate call notes after each conversation on the appropriate operating systems
- Answering a broad range of telephone enquiries and escalating queries you can’t resolve from the case file
- Checking and verifying information to ensure administration documents meet quality standards
- Working with the team to problem-solve, assess the impact of new Standard Operating Procedures (SOPS), and contribute to small projects
- Participating in training, team briefs and office meetings to keep your knowledge sharp
- Using plain, simple language in written communication, including email responses to other teams where needed
- Supporting continuous improvement to enhance the customer experience using problem-solving tools and techniques
- Working between 08:30-17:00 on a scheduled basis (some reduced hours may be available between 10:00-17:00)
What you’ll bring:
- A bright, friendly and courteous approach with a genuine focus on excellent customer service
- Confidence handling enquiries in a busy public-facing environment
- Good written communication skills-able to draft clear notes and check spelling and grammar
- The ability to multi-task and move quickly between calls in a fast-paced contact centre
- Strong decision-making habits: knowing when to ask questions, when to record decisions, and when to seek clarification
- A willingness to learn new procedures, follow policies and adapt to change
- Basic computer literacy at the level required for the role
- Commitment to working in line with the Civil Service Code of Conduct and Equality & Diversity expectations
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.
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.
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