Information Centre Advisor

The IPO is not a typical Call Centre, which is why we are called an Information Centre. We pride ourselves on helping and supporting our customers via conversations which are interesting and varied. Day to day you will be answering calls and responding to emails, as well as transferring complex queries to the appropriate departments. Though telephone experience is desirable, our focus is on recruiting staff that love speaking to our customers and can tailor their approach to deliver a quality service.

The Information Centre will also be at the forefront of helping deliver the IPO's new services during Transformation. This will involve supporting customers through the onboarding process with the upcoming OneIPO service.

This fast-paced advisor role is a brilliant opportunity to learn about all areas of Intellectual Property. The working hours are shift based to ensure adequate cover of phone lines 9am-5pm, as well as time to solely focus on email enquiries. There is also occasional opportunity of assisting customers visiting the office.

The Information Centre is the heart of the IPO, so this role is key in supporting the business in delivering for our customers. This will be achieved through a culture of accountability, respect, Continuous Improvement and our desire to continue to deliver excellent services for our customers. We also capture data post call to help inform us of our customer base and focus our improvement work.

Working location

This role will be carried out in-line with IPO Hybrid working arrangements where staff are currently expected to attend the office 1 day per week, or equivalent if part-time, on-site at our Newportoffice.

Please note that the frequency of workplace attendance for IPO staff is currently under review and may be subject to change.

Job description

The main duties of the advisor roles include:

• Dealing with a broad range of queries from a diverse customer base, from general IP to processing of applications via telephone and email. Forwarding complex calls and emails to the relevant department.
• Dealing with customer account queries, supporting with password resets and user errors via telephone and email. Logging and forwarding complex queries as required.
• Receiving new complaints and complex queries, escalating when necessary, drawing on the right experts.
• Booking visitor appointments to the office.
• Collating data and obtaining customer permissions to feed into the wider organisation.
• Maintaining a continuous improvement mindset by keeping up to date with CI practice and playing an active role in generating and supporting ideas.
• Developing and expanding knowledge via meaningful learning, adopting a personal growth mindset.
• Supporting the delivering of training and buddying when required to lead by example.
• Participating in wider team, directorate, and corporate initiatives. Occasionally supporting other areas with workloads taking a One IPO approach.

All teams in the Business Operations Directorate work together to ensure that we deliver excellence for our customers' Intellectual Property journeys, therefore there may be a need for staff to support other teams in the Business Operations Directorate where there is a business requirement.

Benefits:

• A very generous pension scheme with 26.6% employer contributions.
• 25 days annual leave moving to 30 days in annual increments (1 day per year) over 5 years of reckonable service. You will also get 8 days public leave and 1 day privilege leave;
• The opportunity to form part of our many inclusive network groups
• A variety of support functions including our excellent Staff Counselling Service which is a source of support for all staff at the IPO
• A flexible working scheme which has no core hours and excellent opportunities for home, part-time and term-time working;
• Eligibility for special and office-wide bonus payments
• Excellent development opportunities;
• Opportunities for secondments, both internal and external;
• Opportunities to join many civil-service clubs such as the Sports and Social Association, Motoring Club (CSMA), which provide numerous discounts to members

When working at Concept House, Newport the following benefits are also available:

• Free car parking is available on site;
• On-site facilities including gymnasium, shop, restaurant