Customer Support Advisor

Customer Support Advisor
- Newport About the job Job summary Customer Support Advisor

The Customer Support Centre takes pride in helping our customers via conversations which are interesting and varied. Day to day you will be responding to emails in between answering calls, as well as transferring complex queries to the appropriate departments. This advisor role enables you to develop and learn about all areas of Intellectual Property as a good launchpad into other areas of the office.

Though telephone experience is desirable, our focus is on recruiting staff that enjoy speaking to our customers and can tailor their approach to deliver a high-quality, efficient and accessible service. This will be achieved through a culture of accountability, respect and teamwork. The department is made up of two supportive teams amounting to 16 people at full capacity.

The working hours are weekly shifts alternating between 8am-4pm and 9am-5pm, with scheduled lunches and breaks to ensure adequate cover of phone lines. Weekly team office days take place to connect with your colleagues and assist in meeting the minimum of 20% office attendance.

The initial hybrid training program is completed over a four-week period, after which individuals begin handling calls with support before transitioning to independent work when prepared.

This role will be carried out in-line with IPO Hybrid working arrangements where staff are currently expected to spend at least 20% of their time working onsite from one of our offices. This role is based in our Newport Office.

The requirement for attendance at an office location can vary by role so we would encourage candidates to discuss working arrangements with the recruiting manager to agree a reasonable balance between working from home and the office.

The IPO holds a visa sponsor licence however; this role is not eligible for sponsorship under the Skilled Worker route. Candidates will therefore need to have an existing right to work in the UK at the time of application.

• Handling a wide range of queries from a diverse customer base, covering general Intellectual Property topics and application processing via telephone and email. Forwarding complex calls and emails to the relevant departments.
• Receiving, logging and managing new complaints and complex queries, escalating appropriately and engaging the relevant subject matter experts where needed.
• Booking visitor appointments to the office.
• Gathering data and obtaining customer permissions to support wider organisational needs.
• Maintaining a Continuous Improvement mindset by staying informed about CI practices and actively contributing ideas.
• Expanding knowledge through meaningful learning and embracing a personal growth mindset.
• Supporting training delivery and buddying colleagues when required.
• Participating in wider team, directorate, and corporate initiatives, and occasionally assisting other areas with workloads as part of a collaborative One IPO approach.

• Ability to provide tailored customer service to a diverse customer base, handling enquiries, complaints and complex queries through a range of channels.
• Displaying written and verbal communication skills, with the ability to explain information clearly, gather relevant details and work effectively with customers &colleagues.
• Being well organised, including managing competing priorities, keeping stakeholders updated and ensuring work is completed efficiently.
• Ability to be adaptable and resilient, with the ability to work effectively in a changing environment, embrace new ways of working and support evolving business needs.

• Managing a Quality Service
• Communicating and Influencing
• Working Together

Alongside your salary of 27,740, Intellectual Property Office contributes 8,036 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• A flexible working scheme with excellent development opportunities
• 25 days annual leave moving to 30 days in annual increments (1 day per…