Administrative Officer - Customer Contact

We maintain an expectation of 60% office attendance in your base location, Stafford, over a rolling 4 week period., You will be taking inbound calls from customers and assisting them with their many and varied queries. You will use systems to process the calls, deal with the query and update customer information. In addition you will make outbound calls to customers in order to seek or clarify information. Your role is to resolve queries wherever possible with a "once and done" approach. Confidence in speaking to customers on the telephone and via email is an essential requirement for the role as you will be responsible for answering emails within agreed timeframes and resolving stakeholder queries and questions. Job holders will be expected to provide support to our customers in a wide variety of ways as well as to support the management team. As a Customer Contact Telephony agent, your main responsibilities will include;

• handling inbound telephone calls from members of the public, farmers, local authorities and other stakeholders
• working collaboratively with remote teams across Great Britain to support the delivery of the core function of the Business Unit in accordance with established time scales and performance targets
• ensuring accurate records are kept and updated accordingly
• data inputting using various IT systems in accordance with APHA Data
• identifying efficiencies that could be utilised within your own team or wider business unit
• understanding and identifying issues that may affect delivery that require escalation to your Line Manager
• being flexible to adapt to changing situations within the office and responds with energy and commitment to take on additional tasks that may be outside the normal day to day duties
Administration Procedures
• taking responsibility for a set of administrative procedures; including mailbox monitoring; ensuring actions are carried out in accordance with the procedures and within the necessary timescales
• answering telephone queries, following up enquiries which cannot be immediately resolved. There is some processing and procedural work associated with the calls generated, including accurately noting the details of the call on a customer's record, updating databases, producing paperwork, and following general administration processes and procedures
• providing support and guidance to others (internally and externally) on procedures
• continually reviewing procedures in your work area and identifying any efficiencies that could be utilised in your work area
Customer Service
• liaising with, and providing excellent customer service to Stakeholders, Delivery Partners and Customers, both internal and external, to understand and appreciate their needs and requirements, for example, liaising with farmers and local veterinary practices to arrange tests
• responding to requests from the public for information and guidance and providing accurate and timely information to our customers
• updating information held on our information systems by liaising with the public to ensure the data we capture about (or for) our customers is accurate
• managing customer expectations
  
  Are you seeking a role that allows you to apply your strong communication and problem-solving skills?
A role that offers both variety and flexibility? If you possess excellent communication abilities and thrive in dynamic, fast-paced environments, relishing the challenge of working within tight deadlines, we invite you to reach out to us! Your unique skills and enthusiasm are exactly what we're looking for!, We have an Administration Officer role in our busy customer contact team. This is a demanding role requiring excellent customer service skills, confidence on the telephone and the ability to multi skill and change tasks throughout the day., You will be working in a friendly and supportive team in a fast paced, reactive and varied role. You will need to have good IT and organisation skills and the flexibility to turn your hand to different tasks as the situation demands. The position is customer facing and will suit those who have an ability to communicate well to a diverse group of customers. You will be engaging with a broad range of partners and forming relationships with colleagues across the wider Defra team.

Animal and Plant Health Agency (APHA) are committed to fostering a workplace culture where all individuals are valued, heard, and encouraged to be their authentic selves. We recognise the importance of diversity, not only as a moral imperative but also as a driver of innovation and sound decision-making. By embracing and celebrating differences, we create an environment where everyone can thrive, leading to greater creativity and effectiveness in our work.