Processor Assistant

Job Description

Brook Street (UK) Ltd are recruiting Processor Assistants for our leading client Sopra Steria, Newport.This is an exciting opportunity to join the team on a temporary contract lasting at least 6months with opportunity for extension beyond that.Job DescriptionWorking in the fast-paced Customer Contact Centre you will be the first point of contact for calls coming into Public Sector Prisons within England and Wales. You will provide information from the internal database such as "How do I book a visit" or "What itemscan I post to the Prison." Where information is not readily available on our database you will transfer the call to a Prison member of staff for them to take forward.You will also be handling calls for the MOJ and HM Prison and Probation Service Public Enquiries Lines as well as operating the Gold Command Line for the Prison Services National Incident Management LineSSCL is a growing Organisation which provides cross Government HR and Finance Shared Services. Flexibility and a positive attitude towards change are essential.If you have a passion for delivering customer service excellence, work well in a fast-paced environment and a resilient personality you will fit in with us - full training will be provided and there are good opportunities to progress within our growing organisation.This role is Part-Time 16HRS per week, made up of either 2 shifts at the weekend on a Sat and Sun. Or two shifts at the weekend and an evening in the week. Weekend shifts are worked from homeJob Role

• Answer all incoming/outgoing calls in line with current service level agreements
• Respond to all emails and internal service requests in line with current service level agreements. Not applicable to Switchboard Services however will be required if moving into another area in the Future
• Use the internal system to provide an accurate and timely response or escalate queries where applicable.
• Be customer always focused ensuring that excellent customer service is provided on all calls.
• Highlight any improvement opportunities
• Be a part of process and service improvements whether through suggestion or implementation.
• Work as part of a strong team to deliver results during peak times where calls are peaking. Ensure adherence to designated breaks and lunches, and that you are proactive in resolving queries both accurately and quickly.
• Flexibility with shift patterns which range from 0700 starts to 2000 finishes. We run the service 365 days a year so you may be requested to work weekends and bank holidays. This will always be done on a preference system where possible and appropriatenotice of shift changes would be given.
• Work with honesty and integrity.

Essential Skills

• Computer literacy & keyboard skills
• Desirable - Customer service experience
• Desirable - contact centre environment

Personal attributes:

• Willingness to learn new systems & cross train for multiple clients within the SSC
• A positive attitude & a desire to help customers
• Flexible attitude
• Being able to work on own initiative & as part of a successful team to succeed daily

You will benefit from:

• Full training and induction
• Accrue holiday hours as you work
• Brook Street (UK) Ltd back office support and mentoring

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 ableto 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 andveteran 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 roles 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.The rate of pay is £11.00 per hour.If you are the right person for this role and would like to apply please call Chloe at Brook Street (UK) Ltd on or email your CV via the `Apply` link.

Keyskills :
ClericalMicrosoft OfficeAdministration