Criminal Fines Collection and Enforcement
Job Title: Call Centre Agent
Pay Span: AO
Background and key purpose of the role
Staff with excellent customer service skills are vital to the effective operation of the Courts, Tribunals and other offices within HM Courts and Tribunals Service (HMCTS). The Criminal Fines Collection and Enforcement contact centre at HMCTS Wales Contact & Compliance Centre is a busy centre that operates a centralised telephony service for courts and tribunals receiving up to 10,000 calls per week.
The centre prides itself on excellent customer service and is continually striving to improve using continuous improvement tools and techniques. Customers calling the contact centre are often in a difficult and stressful situation and therefore great importance is placed on handling calls with empathy and understanding. In addition to providing an excellent service to our external customers, agents will be in regular contact with court and tribunals staff at processing sites throughout the country.
The contact centre offers a service between 9:00 - 17:00 Monday to Friday and contact agents are required to work between these times on a scheduled basis. Part time hours will be considered in accordance with business needs.
Whilst the post holder will be allocated to a specific office base, there may be a need for flexibility to work on an ad hoc basis at other local HMCTS offices.
Working as part of a flexible team, the post holder will be expected to undertake a range of the functions and responsibilities specified. It is not intended that each post will be responsible for the full range of duties.
Key responsibilities may include:
Drafting
To maintain accurate and concise notes on the appropriate operating systems following each telephone call.
Operations
To answer a broad spectrum of telephone enquiries for all regional areas covered by the centre.
To be able to note up records in an efficient manner, whilst holding the discussion with the customer.
To be able to actively listen, is a fundamental skill and as such is an essential part of the role.
To work as a team to ensure Team Information Board (TIB) meetings are relevant, timely and productive.
To work as a team to problem solve, assess the impact of new Standard Operating Procedures (SOPS) and contribute to small projects.
To be a team player, supporting the team with workload, sharing best practice and knowledge with colleagues.
To be responsible for own development and be flexible with assisting other business areas when required.
To look for innovative ways to continually improve the customer experience through the use of problem solving tools.
Behaviour at all times to be in line with the Civil Service Code of Conduct and the MOJ Equality & Diversity Policy.
Care taken of your own health & safety and that of people who may be affected by what you do (or do not do). To co-operate with others on health & safety issues & not interfere with, or misuse anything provided for health, safety or welfare.
To perform ad hoc duties within the grade (and with adequate training) as required by the line manager.
Checking and verifying
Checking case details for compliance where amendments have been made to accounts or customers first knowledge of offence
Signposting customers to the correct areas where enquiries need redirecting
To keep up to date with knowledge relating to the organisation. Undertake training and attend team briefs & office meetings to maintain skills & knowledge needed to carry out job.
Collecting and assembling information
Post holders will need to modify and adjust information and make decisions to ensure relevant guidance is given to customers
Post holders will need to collect and assemble information to prepare for and run the daily TIB meeting, as required.
To collect data accurately using a call logger and/or manual survey to support the reduction of calls in line with the agreed call reduction strategy.
To record praise and complaints on the HMCTS centralised database where required.
Complete data loss and incident forms accurately and take any necessary action to control risk.
Communicating with the public, the judiciary, other court and tribunal users and representatives of other agencies and Organisations
To deliver a helpful, prompt, polite and “right first time" service to our internal and external customers.
Other duties
The post holder is required to work in a flexible way and undertake any other duties reasonably requested by line management which are commensurate with the grade and level of responsibility of this post.