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Operational Delivery

Customer Service Advisor – 69333


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:

Job Title:    Customer Service Advisor    

Contract Type:    Permanent

Grade:    AO    

Salary:    National: £21,775

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.

Location:    South Tyneside

Directorate:    Case Management    

Team:    Civil Customer Service Team

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.

If you are applying for a part time role, please note that in order to meet business demands you would need to cover a minimum of 25 hours per week. 

Reporting to:    Team Manager and Team Supervisor

Closing date for applications    Rolling campaign, open for applications until 10th April

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 ensure that you attach the Disability Confident Scheme Form when you return your application. You can use the same form to let the recruiting manager know of any reasonable adjustments you may require during the sift or later selection processes.

Case Management

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.

Civil Customer Service Team

The Civil Customer Service Team support users and providers of civil legal aid. This means we regularly work with members of the public in receipt of or applying for legal aid and solicitors in the process of providing legal services to publicly funded clients. The Civil Customer Service Team supports this by responding to customer queries, processing urgent casework and resolving customer complaints.

Job Summary

Role holders will be responsible for providing 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    

•    Effective 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
•    Effective analytical and numerical skills 
•    Ability to work with minimal supervision and as part of a team 

Desirable Knowledge, Experience and skills    

•    Knowledge of Legal Aid 
•    Previous experience of working in a telephony environment 

Person Specification    

•    Customer focused
•    Enjoys working in a fast-paced environment
•    Adaptable
•    Able to solve problems quickly

Assessment approach 

Application Process

To apply complete the online application statement of suitability (maximum 500 words) detailing how you can work to deadlines, make decisions and work as part of a team.
Interview / assessment Process
Candidates who successfully pass the sift will be invited to the next stage of the assessment process which will involve an interview in person to assess the following: 
•    Strengths relevant to the role 
•    The following Behaviours: 
o    Managing a Quality Service
o    Delivering at Pace
In the event of a tie break, the Managing a Quality Service behaviour score will be used.
Civil Service Behaviour definitions: 

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.

Delivering at Pace – Always work with focus and pace to get the job done on time and to a high standard. Follow the relevant policies, procedures and rules that apply to the job. Use own knowledge and expertise to organise work. Keep focused on delivery and take responsibility for the quality of work produced. Keep a consistent level of personal performance. Keep managers and stakeholders updated on how work is progressing.

Interviews will take place regularly throughout the three-month period the advert is live. You will be provided with at least a week’s notice if offered an interview. 

If you would like more information on this or the opportunity or to speak with someone about this role please contact – Rachael Pratt – and leave your details.

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: