Job Title & Grade
Customer Service Advisor – AO
Contract Type
Permanent
Salary
National – £25,582
Location
Birmingham
Directorate & Team
Case Management – Customer Service Team
Working Pattern
The post supports the MOJ flexible working policy and includes staff who work flexibly, remotely (hybrid), part‑time or as part of a job share. For part‑time applicants, a minimum coverage of 28 hours and Monday & Friday coverage is required.
Legal Requirements for Minors
Applicants aged 16–18 will be required to complete an apprenticeship after initial on‑the‑job training.
Reporting
Team Supervisor
Organisation
The Legal Aid Agency (LAA) is an executive agency of the Ministry of Justice, responsible for administering the legal aid fund and providing criminal and civil legal aid advice to people in England and Wales.
Diversity and Equality
The LAA commits to diversity and inclusion. The Civil Service attracts and invests in talent from all backgrounds. As a Disability Confident organisation, we offer a guaranteed interview to candidates with a disability who meet essential criteria. Under the Equality Act 2010, a disability is a physical or mental impairment that significantly and long‑term affects day‑to‑day activities. We also welcome applications for reasonable adjustments during the recruitment process.
Case Management Context
The Case Management team handles legal aid applications, case payments and correspondence in civil and criminal matters, ensuring 600,000 new clients gain access to justice annually.
Job Summary
Provide exceptional customer service by answering incoming calls, dealing with queries and delivering first‑time resolution. 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 regarding Legal Aid – establish high‑quality working relationships and take personal ownership of problems to ensure successful resolution.
- Provide customer advice and support over the telephone, by email or in written form, maintaining and improving customer satisfaction.
- Work to reduce the number of incoming calls by educating providers about their submissions.
- Document all calls accurately using appropriate methods and consistently apply standards 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 across the organisation are informed of customer feedback, actively promoting continuous improvement.
Reasonable Adjustments
We are committed to ensuring the recruitment process is inclusive and accessible. If you have a disability or long‑term condition (e.g., dyslexia, anxiety, autism, mobility or hearing loss), please notify us after application to discuss adjustments.
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