PB3 Customer Service Advisor (Contact Centre) – Welsh Speaker, EO, Perm, Liverpool

+ Are you a great listener, who can quickly understand and resolve queries over the phone?
+ Do you have experience in and passion for providing a great customer service?
+ Can you confidently explain challenging concepts without using jargon?
+ Can you speak, read and write in Welsh?
As a Customer Services Advisor (Contact Centre) you will be the first point of contact by telephone for charity trustees, professional advisors and other stakeholders including members of the public. You will provide advice and guidance to support charities mainly by telephone, but also by email and letter. You will help customers who raise concerns about charities, guiding them through our processes and managing their expectations.
You will work in a fast-paced, customer-focused environment where high standards of verbal communication and written work are essential. You will work to agreed service levels and operational standards, be confident working in a digital environment and be comfortable working independently within a wider team.
You will need to develop a solid understanding of work across the Commission, as well as sound technical knowledge, to be able to address a wide variety of customer queries, troubleshoot customer problems and take ownership to resolve queries. You will take pride in providing high quality advice and be able to adjust your approach to suit the audience you are interacting with. You will also demonstrate empathy and emotional intelligence with a focus on seeking a resolution on first contact wherever possible to prevent further escalation., + Respond to customers by telephone, providing advice and answering queries about the Commission’s online services and website. Answering enquiries and providing clarification about guidance and trustee responsibilities.
+ Engage with charity trustees, advisors, stakeholders and members of the public, advising charities on how to comply with charity law and taking action to resolve queries at first point of contact.
+ Ensure that charities comply with their legal responsibilities to file annual returns and accounts, providing advice on what is required and assisting with accessing and navigating our online services.
+ Resolve customer issues using persuasion and negotiation. You will use your initiative, analytical skills and judgement to solve problems whenever possible and escalate to senior colleagues in complex or contentious cases after considering potential options.
+ Explain complex information in a way that all customers can understand, adapting your style and tone to suit different audiences. You will demonstrate empathy and emotional intelligence to deliver excellent customer service, de-escalating challenging situations and providing effective solutions.
+ Support the development of other colleagues and new starters by providing advice and coaching.
+ Participate in outbound calling initiatives to ensure information held of the Register of Charities is up to date.
+ Champion customer service within the Commission. You will be expected to work with a continuous improvement mindset, proactively identifying opportunity for process improvements and efficiencies to help us better serve our customers., We'll assess you against these behaviours during the selection process:
+ Communicating and Influencing
+ Working Together
+ Seeing the Big Picture, + A Personal Statement (maximum 750 words) demonstrating how you meet the essential criteria for the role outlined on the Job Description.
At interview you will be asked to do a task on a prepared topic and assessed on your technical knowledge and experience and the following behaviours:
+ Communicating and Influencing
+ Working Together
+ Seeing the Big Picture
Interview Arrangements
Interviews will be taking place Face to Face in our Liverpool centre.
The sift is due to take place on 23/10/2024.
Interviews will be held on the 5th and 6th October 2024.
We will try to meet the dates set out in the advert. There may be occasions when these dates change. You will be provided with sufficient notice of the confirmed dates.
At the interview, the panel can then probe further and ask applicants to provide further specific examples that show how they best demonstrate their skills.
We reserve the right to raise the score required at any stage of the process to manage numbers.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment.
Behaviours:
The distinguishing Behaviours (the required skills, knowledge, and behaviours) for this role are set out in the Civil Service Behaviours Framework 2018 (Success Profiles - GOV.UK (www.gov.uk)) and should be referred to when making this application.
You are required, under the Behaviours approach, to describe how you have dealt with a specific situation.
You must give evidence of your knowledge, skills, and behaviours and how you have applied this, such as what you did or said and how you interacted with other people.
When you are giving your examples, do not spend too many words on description and background information. Avoid using general or unspecific statements. Instead say what the situation was, what you did, what your thought process was and what was the result.
Reasonable Adjustment:
If a person with disabilities is put at a substantial disadvantage compared to a non-disabled persons, we have a duty to make reasonable changes to our processes.
If you need a change to be made so that you can make your application, you should:
+ Contact Government Recruitment Service via Charitycommissionrecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.
+ Complete the “Assistance required” section in the “Additional requirements” page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at an interview, or if you’re deaf, a Language Service Professional.
Reserve Lists
If we have more successful candidates than available vacancies, we will hold a 12-month reserve list as standard.
During that time, we may use the list to fill the same, or similar roles with closely matching essential criteria, without further testing of merit. Any appointments from the Reserve list will be made in strict merit order.
Applying
We recognise everyone as an individual, accepting people for who they are and treating everyone fairly
All applications for these vacancies must be made online. There are limited exceptions to this. Paper applications will only be considered if you have a disability that will prevent you from applying online. If this is the case, please email Charitycommissionrecruitment.grs@cabinetoffice.gov.uk
Once you have submitted your application it cannot be amended; only submit your application when you have completely finished and answered all the relevant questions.
Please note that late applications will not be accepted.
If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.
New entrants are expected to join on the minimum of the pay band.
Concerns/Complaints
The Charity Commission’s recruitment processes are underpinned by the Civil Service Commissioner’s Recruitment Principles, which outlines that selection for appointment is made on merit based on fair and open competition.
If you feel your application has not been treated in accordance with the values in the Civil Service Code and/or if you feel the recruitment has been conducted in such a way that conflicts with the Civil Service Commissioner’s Recruitment Principles, and wish to make a complaint, then you should contact in the first instance hrselfservice@charitycommission.gov.uk.
If you are not satisfied with the response that you receive, then you can contact the Civil Service Commission. For further information on bringing a complaint to the Civil Service Commission please visit their web page here.
Feedback will only be provided if you attend an interview or assessment.
Feedback will only be provided if you attend an interview or assessment.

Security
Successful candidates must undergo a criminal record check.
People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements
This job is broadly open to the following groups:
+ UK nationals
+ nationals of the Republic of Ireland
+ nationals of Commonwealth countries who have the right to work in the UK
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
+ nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
+ individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
+ Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service
Further information on nationality requirements (opens in a new window)

Working for the Civil Service
The Civil Service Code (opens in a new window) 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 (opens in a new window).
The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.
The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion
The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information
This vacancy is part of the Great Place to Work for Veterans (opens in a new window) initiative.
The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).
Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

+ Excellent verbal and written communication skills
+ Friendly, patient, empathetic and resilient with a can-do attitude
+ The ability to persuade and negotiate with customers and stakeholders
+ Read, Write and speak in Welsh
Experience:
+ Handle high volumes of tasks or calls in an environment where there are competing priorities and demands
+ Resolve complex customer queries and/or complaints with empathy and emotional intelligence
+ Using multiple computer systems to create/update and maintain customer records accurately
Technical:
+ Research and interpret guidance or legislation to respond to customers queries
+ Handle data and information sensitively in accordance with the business procedures and/or law
+ Working knowledge of Microsoft Office applications

Alongside your salary of £28,624, Charity Commission contributes £8,292 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides.
This is your chance to make a contribution that really matters and to make an impact in an organisation where your voice will be heard and your hard work noticed.
Watch this
short video to find out more about us.
We operate a flexible hybrid working policy where office attendance is combined with homeworking days dependent on role and corporate requirements.
We recognise everyone as an individual, accepting people for who they are and treating everyone fairly. We welcome the unique contribution diverse applicants bring from all backgrounds and we aim to have a workforce that represents the wider society that we serve. We champion inclusion and wellbeing, aiming to create a workplace where everyone feels valued and has a sense of belonging.
We do not discriminate on the basis of culture, ethnicity, race, nationality or national origin, age, sex, gender identity or expression, religion or belief, disability status, sexual orientation, educational or social background or any other factor.
We offer access to the highly competitive Civil Service Pension Scheme (employer contributions of 27.1%), far more than in the private sector, and a flexible, family-friendly environment. Additionally, you can look forward to other great benefits via our ‘Perkbox’ and ‘Edenred’ schemes. These include everything from an interest-free season ticket loan and bicycle loan (after two months) to discounts on gym membership, cinema tickets and restaurants. Please see the attached Charity Commission benefits document.
A minimum of 25 days of paid annual leave, increasing by one day per year up to a maximum of 30 days per year.
The Charity Commission’s operational ambition is to realise the Commission’s values of being an expert regulator that is fair, balanced, and independent, which works in a way that is supportive, collaborative, and innovative to achieve our ambitions. We want to develop our capability to regulate charities to realise this goal and meet our statutory and public duties to ensure that charity in England and Wales can deliver maximum benefit to society in a way that upholds its reputation in the eyes of the public.
Work at the Charity Commission and you’ll make a difference every day to:
+ The 170,000 charities of all shapes and sizes that we regulate across England and Wales.
+ The trustees we partner with and advise.
+ The people and causes that benefit from the £10bn generously donated each year by the public.
Find out more about working for us here.
To note: Any move across the Civil Service on or after 4 October 2018 may have implications on an employee’s ability to carry on claiming childcare vouchers.