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Operational Delivery

Customer Service Advisor – 64666


We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit:

Salary range (depending on location):

Please note that unless you are currently employed by the Civil Service and are earning more than the minimum above, if successful you will be offered the minimum for the grade depending on your location.

Working Pattern

The post is supported by the MOJ flexible working policy and includes colleagues who work flexibly, remotely, part time or as part of a job share etc.

The Legal Aid Agency

We are an executive agency of the Ministry of Justice (MoJ). We provide civil and criminal legal aid and advice in England and Wales to help people deal with their legal problems. 

Our people are at the heart of achieving excellence. Employing around 1,200 colleagues across England and Wales, we feel proud to have some of the best People Survey results in the Civil Service.

Our LAA commitment to Diversity and Inclusion

The LAA is committed to diversity and inclusion and we positively promote flexible working, including job shares.

We will consider all applications on merit regardless of age, disability, gender identity, sexual orientation, socio-economic background, religion, ethnicity, preferred working pattern and except for exceptional circumstances your working location.

As a Disability Confident organisation, we will offer a guaranteed interview to candidates with a disability who meet the essential criteria for this role. Under the Equality Act 2010 a disability is defined as a physical or mental impairment which has a substantial and long-term adverse effect on your ability to carry out normal day-to-day activities which has lasted, or is expected to last, at least 12 months.

If you are responding to a role within the Legal Aid Agency and would like to be considered under the guaranteed interview, please indicate this in your application and let us know of any reasonable adjustments you may require during the sift or later selection processes.

Case Management Name

The Case Management department is the delivery function of the Legal Aid Agency and our staff ensure that each year 600,000 new clients are able to access the justice they require, and that their providers are fairly remunerated for the delivery of the legal aid. With over 800 staff based across 11 sites we deliver services for those facing both criminal and civil legal problems.

Customer Service Team

This team is based in Birmingham, they are our front-line connection to Solicitors and the public on Criminal Legal Aid. This team is essential in providing service to some of the most vulnerable members of the public either directly or through legal professionals.

Job Summary

To provide exceptional levels of customer service by answering incoming calls, dealing with queries and providing first time resolution. They will be expected to seek to continuously improve customer knowledge and internal processes to reduce failure demand.   

 Key Responsibilities:

  • Receive inbound calls from providers of legal aid, members of the public and other customers with regards to Legal Aid – establish a high-quality working relationship with a variety of customers and take personal ownership of problems, ensuring successful resolution
  • Provide customer advice and support over the telephone, by email or in written form. Moreover, be responsible for maintaining and improving customer satisfaction.
  • Work to reduce the number of incoming calls by educating providers regarding their submissions
  • Document all calls accurately using appropriate methods. Apply standards consistently in order to meet personal productivity and quality targets.
  • Communicate clearly and effectively with all callers
  • Work cooperatively and flexibly to ensure adequate staffing of customer service telephone lines at all times
  • Recognise and manage assertive customer calls, referring to a Senior Customer Services Advisor where necessary
  • Organise and prioritise own workload including length of call handling
  • Ensure colleagues working in all areas of the organisation are kept informed of feedback from customers, actively promoting continuous improvement

Essential Knowledge, Experience and skills 

•    Strong communication skills both written and verbal dealing with both external and internal stakeholders 
•    Excellent customer service skills including handling complex situations and dealing with uncertainty 
•    Ability to interpret and apply guidance and regulations
•    Strong analytical and numerical skills 
•    Ability to work with minimal supervision and as part of a team 

Desirable Knowledge, Experience and skills

•    Knowledge of Criminal Legal Aid 
•    In-depth knowledge of Criminal Legal Aid

Person Specification

•    enjoys communicating with other and feels driven when dealing with customers to find a quick resolution

Assessment approach

To apply complete an application based of the following behaviours:

•    Communicating & Influencing

Put forward your views in a clear, constructive and considerate manner. Use an appropriate method of communication for each person such as an email, telephone call or face-to-face, taking into consideration their individual needs. Use plain and simple language, being careful to check written work for errors. Consider the impact of language used on different groups of stakeholders. Remain honest and truthful when explaining opinions. Listen and ask questions to ensure your understanding.

•    Making Effective Decisions

Use guidance, analyse relevant information and ask colleagues for input to support decision making. Identify and deal with any errors or gaps in information before making a decision. Consider the diverse needs of those affected by decisions and how it will impact them. Provide advice and feedback to support others in making accurate decisions. Ask others to clarify decisions when confused and query any issues that arise constructively.

•    Managing a Quality Service

Gain a clear understanding of customers’ needs and expectations. Plan, organise and manage your own time to deliver a high quality service which gives taxpayers a good return for their money. Act to prevent problems by identifying issues, reporting them and providing solutions. Keep customers and all colleagues up to date with progress. Show customers where to access relevant information and support that will help them to use services more effectively

•    Working Together

Proactively contribute to the work of the whole team and remain open to taking on new and different roles. Get to know your colleagues and build supportive relationships. Listen to alternative perspectives and needs, responding sensitively and checking understanding where necessary. Ask for help when needed and support others when the opportunity arises. Be aware of the need to consider your own wellbeing and that of your colleagues. Understand that bullying, harassment and discrimination are unacceptable 

When submitting an example of a behaviour remember to include the situation, what you did and why, and what was the outcome / result. 

Please note that if we have a large number of applications will we do an initial sift on the Managing a Quality Service behaviour.

Interview / assessment Process

If you are successful through the application stage, you will be invited to an interview / assessment centre in person or via Microsoft Teams where you will be assessed against strengths and the following behaviours: 
o    Communicating and Influencing
o    Making Effective Decisions
o    Managing a Quality Service
o    Working Together

Shortlisting is planned for week commencing 3rd October

Interviews are planned for week commencing 17th October 

If you would like more information on this opportunity, please contact –

Dawn Carnighan


Safina Nadeem

Complaints procedure

If you have any complaints about this recruitment activity, please share your concerns by emailing initially. We aim to respond to any complaint within 10 working days.

If you are dissatisfied with our response, we will forward your complaint to the Civil Service Commission, an independent body, for review.



Additional Information

Working Arrangements & Further Information

The MoJ offers Hybrid Working arrangements where business need allows. This is an informal, non-contractual form of flexible working that blends working from your base location, different MoJ sites and / or from home (please be aware that this role can only be worked in the UK and not overseas). Some roles will not be suitable for Hybrid Working. Similarly, Hybrid Working will not suit everyone’s circumstances. Arrangements will be discussed and agreed with the successful candidate(s) and subject to regular review.

For nationally advertised roles, the successful candidate(s) will be appointed to a MoJ office location, which may include their nearest Justice Collaboration Centre or Justice Satellite Office. This will be discussed and agreed on the completion of pre-employment checks.

Some of MoJ’s terms and conditions of service are changing as part of Civil Service reform. The changes will apply to staff joining MoJ who are new to the Civil Service. Staff joining MoJ from other civil service employers will transfer onto the new MoJ terms if they are already on ‘modernised’ terms in their current post or onto ‘unmodernised’ MoJ terms if they are on ‘unmodernised’ terms at their current post. Details will be available if an offer is made.

Flexible working hours

The Ministry of Justice offers a flexible working system in many offices.


The MoJ offers a range of benefits:

Annual Leave

Annual leave is 25 days on appointment and will increase to 30 days after five years’ service.

There is also a scheme to allow qualifying staff to buy or sell up to three days leave each year. Additional paid time off for public holidays and 1 privilege day. Leave for part-time and job share posts will be calculated on a pro-rata basis.


The Civil Service offers a choice of pension schemes, giving you the flexibility to choose the pension that suits you best.


The Ministry of Justice is committed to staff development and offers an extensive range of training and development opportunities.


The opportunity to join employee-run networks that have been established to provide advice and support and to enable the views of employees from minority groups to be expressed direct to senior management. There are currently networks for employees of minority ethnic origin, employees with disabilities, employees with caring responsibilities, women employees, and lesbian, gay, bisexual and transgender employees.


  • A range of ‘Family Friendly’ policies such as opportunities to work reduced hours or job share.
  • Access to flexible benefits such as voluntary benefits, retail vouchers and discounts on a range of goods and services.
  • For moves to or from another employer or moves across the Civil Service this can have implications on your eligibility to carry on claiming childcare vouchers. You may however be eligible for alternative government childcare support schemes, including Tax Free Childcare. More information can be found on GOV.UK or Childcare Choices. You can determine your eligibility at
  • Paid paternity, adoption and maternity leave.
  • Free annual sight tests for employees who use computer screens.

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission’s recruitment principles. Should you feel that the recruitment process has breached the recruitment principles you are able to raise a formal complaint in the following order

The Civil Service embraces diversity and promotes equal opportunities. As a Disability Confident employer, MoJ are committed to providing everyone with the opportunity to demonstrate their skills, talent and abilities, by making adjustments throughout all elements of the recruitment process and in the workplace. MoJ are able to offer an interview to disabled candidates who meet the minimum selection criteria, except in a limited number of campaigns.

You will be able to request reasonable adjustments to the recruitment process within the application form. If you need additional help completing the application form, please contact the SSCL Recruitment Enquiries Team.

We encourage applications from people from all backgrounds and aim to have a workforce that represents the wider society that we serve. We pride ourselves on being an employer of choice. We champion diversity, inclusion and wellbeing and aim to create a workplace where everyone feels valued and a sense of belonging. To find out more about how we do this visit: