Job Summary
As a Customer Service Agent, you will be the first point of contact for our customers, ensuring their requests are logged, tracked and resolved. Each day presents new challenges, and your work directly supports the smooth operation of essential services across the MoD estate.
Location & Contract
Hunts Cross, Liverpool – Permanent, Full Time. Working hours: 40 hours per week, Monday to Friday.
Responsibilities
- Handle inbound and outbound telephone calls and manage customer queries via email and other digital channels.
- Log and monitor service requests using the CAFM system (Maxmio), maintaining a professional and efficient service at all times.
- Support colleagues and contribute to projects and continuous improvement initiatives.
- Work to agreed KPIs and SLAs while upholding site security, safety, and compliance standards.
Qualifications
- Previous experience in a Customer Service or Contact Centre environment.
- Strong IT skills, including Microsoft Office and familiarity with telephony or omnichannel systems.
- Excellent verbal and written communication abilities.
- Professional and empathetic handling of challenging situations, with a positive attitude and attention to detail.
- Ability to pass the required security clearance.
- Full UK driving licence and a means of transport.
Benefits
- Up to 6 % contributory pension scheme
- 25 days annual leave
- Volunteer leave
- One paid professional subscription
- Life Assurance Policy
Equal Opportunities
We are committed to building a diverse and inclusive organisation that supports the needs of all. We will make reasonable adjustments at interview and employment and strongly encourage applications from a diverse pool of candidates. We are proudly a Disability Confident Leader and provide opportunities for disabled applicants who meet the minimum criteria to demonstrate their abilities at interview.
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