AO Customer Service Advisor

• Details
• Reference number
• 474937
• Salary
• £26,670
• £26,670 (National)
• Candidates are advised to address any questions on rates of pay prior to applying for the post
• A Civil Service Pension with an employer contribution of 28.97%

GBP

• Job grade
• Administrative Officer
• Contract type
• Permanent
• Business area
• Insolvency - Business Services Division
• Type of role
• Contact Centre
• Working pattern
• Flexible working, Full-time, Job share, Part-time
• Number of jobs available
• 10
• Contents

• Location
• About the job
• Benefits
• Things you need to know
• Apply and further information

Location

Edinburgh, Leeds

About the job

Job summary

The Insolvency Service is a leading government agency which plays a crucial role in providing essential services to the public and to business. The work we do is important to the proper functioning of markets, the economy in general and support for thousands of people each year who are in financial difficulty.

The Business Services Directorate (BSD) is an operational delivery directorate, covering some 300 staff and a budget of £12m, providing high volume, often transactional, services to the public or supporting the provision of these services by others.

BSD supports the main purpose of the Insolvency Service, delivering economic confidence, supporting those in financial distress, tackling financial wrongdoing and maximising returns to creditors by:

• making statutory redundancy payments to employees of insolvent companies
• managing the Debt Relief Order process, administering the online bankruptcy application process, and Breathing Space process
• identifying wrongdoing associated with Debt Relief Orders and redundancy payment applications
• providing a first point of contact for all insolvency related telephone enquiries
• processing distributions to creditors from PPI compensation payments
• providing estate accounting and other business services to the Agency

Inclusive and diverse teams are important to us. We welcome and encourage applications from everyone, including groups underrepresented in our workforce. The Insolvency Service strives to ensure that the agency is a safe, inclusive, and welcoming place for everybody to bring their true self to work and to help the agency to achieve its diversity objectives. We have 9 active employee network groups available to join or become an ally, these include, Carers Network, Disability network group, Employee Assistance, Representatives, FACES Network Group, LGBT+, Mind Matters, Part Time Workers, The Shed - Men’s Network Group and Women’s Network Group.

We offer full-time, part-time, job share and flexible ways of working. We value capability, technical skills and experience and we place great emphasis on lifetime development to support our people. We encourage our employees to become more involved in areas they feel strongly about, whether it be for the benefit of the agency, through our Engagement network or in their own local communities via volunteering opportunities.

The Insolvency Service is a great place to work, learn and grow your career!

Job description

We have an exciting opportunity to join our Customer Service Team that is based in Edinburgh and Leeds.

The successful applicants will be part of a team that receives customers queries via telephone or email and is responsible for resolving these or referring more complex queries to other teams for further investigation. The team is also responsible for completing administration tasks that support the wider Insolvency Service.

Post holders will need to be flexible to accommodate the rapidly changing needs of the agency, along with having the ability to work independently or with colleagues.

A Customer Service Advisor is responsible for handling telephone calls, emails, and online enquiries from members of the public and other stakeholders.

The role involves:

• providing information on insolvency procedures, bankruptcy, Debt Relief Orders (DROs), and redundancy payment claims
• supporting customers who may be experiencing financial difficulty or who have been affected by a company becoming insolvent
• investigating customer enquiries using internal case management systems and ensuring accurate records are maintained
• delivering excellent customer service through active listening, clear communication, and empathy
• meeting performance standards relating to quality, productivity, customer service, and compliance with Civil Service policies and security requirements
• escalating complex cases where appropriate and working collaboratively with colleagues across the agency to achieve the best outcomes for customers
• the role requires strong communication skills, attention to detail, resilience, and a commitment to delivering a professional and supportive service to customers during what can often be difficult and stressful circumstances

Responsibilities

Roles and Responsibilities include but are not limited to:

• answering a broad spectrum of customer service enquiries (telephone & emails) for multiple business units
• providing excellent customer service both orally and in writing
• providing administrative assistance to various business units within BSD
• ensure all correspondence is dealt with in a timely manner
• delivery of professional, prompt & efficient performance in line with processes and guidance
• learn and apply correct security protocols
• to understand when queries cannot be answered at first point of contact and be able to accurately refer them to the appropriate business unit in accordance with the service level agreement
• liaise with relevant professional and technical experts, to ensure that cases progress to their appropriate conclusion in a timely manner
• maintain accurate records and safeguard customer data in accordance with agreed policies and processes
• participate in continuous improvement, training, development, engagement, and change management activities

Person specification

This role is likely to suit someone who can confidently handle a high volume of customer contact while maintaining professionalism, accuracy and empathy. Success in the role comes from being able to balance customer needs with legislative requirements, processes and service standards.

The successful individual will need to:

• communicate clearly and professionally with customers who may be experiencing financial difficulty, redundancy or personal distress
• listen carefully, ask appropriate questions and fully understand customer circumstances before providing advice or guidance
• investigate enquiries using multiple systems, interpret information accurately and provide complete responses
• manage telephone and email enquiries efficiently while maintaining quality and customer service standards
• remain calm and resilient when dealing with challenging, emotional or complex customer situations
• take ownership of customer enquiries and see them through to resolution wherever possible
• work within established legislation, policies and procedures whilst exercising sound judgement
• pay close attention to detail when recording information, reviewing case notes and responding to customers
• adapt quickly to changes in processes, legislation, systems and business priorities
• work collaboratively with colleagues, sharing knowledge and supporting wider team objectives
• use a range of digital systems and resources to research information and resolve customer enquiries
• manage workload effectively, prioritising tasks to meet individual and team performance targets
• demonstrate a commitment to continuous learning and applying feedback to improve performance
• handle sensitive and confidential information appropriately, maintaining high standards of security and compliance
• contribute positively to a team environment and support the delivery of an excellent customer experience

Essential Criteria

Must have customer service experience within a call/contact centre.

Behaviours

We'll assess you against these behaviours during the selection process:

• Managing a Quality Service
• Communicating and Influencing

We only ask for evidence of these behaviours on your application form:

• Managing a Quality Service

Benefits

Alongside your salary of £26,670, Insolvency Service contributes £7,726 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

We want you to have a good work-life balance and want to support you in all that you do, so we offer a great benefits package including:

• flexible working arrangements and flexi-time
• full time new entrants to the Civil Service and those Civil Servants on modernised terms and conditions will be entitled to 25 days leave increasing on a sliding scale to 30 days after 5 years’ service
• in addition to this you are entitled to 8 public/bank holidays plus an additional day of privilege leave
• competitive maternity, paternity and parental leave
• 5 days paid leave for learning and development
• 5 days paid for volunteering
• a Cycle to work scheme
• staff have access to an employee assistance programme, Workplace Wellness, for confidential, independent support and advice during difficult times in either their professional or personal life

Your pension is a valuable part of your total reward package where the employer makes a significant contribution to the cost of your pension. Your contributions come out of your salary before any tax is taken. This means, if you pay tax, your take-home pay will not be reduced by the full amount of your contribution; and your pension will continue to provide valuable benefits for you and your family if you are too ill to continue to work or die before you retire. For more information, visit www.civilservicepensionscheme.org.uk

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles , and will assess your Behaviours, Strengths, Ability and Experience.

As part of the sift process, you will be asked to complete:

• Online Test
• CV
• Personal Statement
• Behaviours
• Behaviour 1 – Managing a Quality Service

Further details around what this will entail are listed on the application form.

Should a large number of applications be received, an initial sift may be conducted using the Personal Statement, assessing candidates against the essential criteria. Only those who meet the essential criteria at this stage will proceed to a full assessment of their application. If a candidate does not meet the minimum requirements during the initial sift, the remainder of their application will not be reviewed. Candidates who pass the initial sift may be progressed to a full sift or progressed straight to interview.

Where high volumes of strong applications are expected or received, we may raise the ‘benchmark’ minimum score required at the sift stage. If a high volume of candidates meet the benchmark score, we may further raise the score required for interview selection. Scores will be applied fairly and consistently. Applicants eligible under a recruitment scheme may, where appropriate, continue to be considered against the agreed ‘benchmark’ score, to support the purpose of the scheme.

Before submission of your application you will be invited to complete a Customer Service Skills Test.

Please complete the online tests as soon as possible (or no later than 48 - 72 hours of the application closing date, is recommended), the closing date for the tests is 23:55 on 21/08/2026. If you fail to complete the online tests before the deadline your application will be withdrawn. Guidance for the tests will be available when you are invited to take the tests. The tests are administered online and accessed via the CS Jobs website.

CV Guidance

Your CV should provide a clear overview of your employment history, key responsibilities, relevant qualifications, and the skills and experience you’ve gained throughout your career including any notable achievements.

Note: Your CV will not be scored as part of the assessment process and will only be used for reference purposes.

Personal Statement Guidance

Your personal statement should be no more than 500 words and must demonstrate how your personal skills, qualities, and experience align with the requirements of the role. Please ensure your statement references the essential criteria outlined in the person specification.

If successful at the sift stage, at interview, you will be assessed on the following:

• Behaviours - assessed through:
• Behaviour 1 - Managing a Quality Service
• Behaviour 2 - Communicating and Influencing
• Strengths

• Expected timeline (subject to change)
• Sift – From 21 08 26
• Interview – TBC
• Location - MS Teams

Your interview will be conducted by video. You will be notified of this if you are selected for interview. Candidates are asked to note the above timetable, exercising flexibility through the recruitment and selection process.

Visa Applicants

To sponsor a candidate under the Skilled Worker visa, a sponsorship licence is required. The Insolvency Service does not currently hold this licence and therefore, cannot legally sponsor Skilled Worker visa applicants.

Hybrid Working

Insolvency Service operates a hybrid working policy subject to business need, giving people the flexibility to choose when and where they work and collaborate with others.

Individuals are expected to work from one of the office locations stated in the advert to connect with their colleagues, as required by their role and business team needs. There is flexibility to split the working week, spending a minimum of 60% in the workplace, which includes the office, site visits, court etc.

Queries and Support

When contacting us or the Government Recruitment Service (GRS) using the contact details at the bottom of this advert, please include the 6-digit Vacancy ID, job title, your full name and, where applicable, your 8-digit Applicant ID in the email subject line. This will help us process your enquiry more efficiently.

Further Information

A reserve list may be held for a period of 12 months from which further appointments can be made.

Any move to Insolvency Service from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax Free Childcare; for further information visit the Childcare Choices website.

If successful and transferring from another Government Department a criminal record check may be carried out.

In order to process applications without delay, we will be sending a Criminal Record Check to Disclosure and Barring Service/Disclosure Scotland on your behalf.

However, we recognise in exceptional circumstances some candidates will want to send their completed forms direct. If you will be doing this, please advise Government Recruitment Service of your intention by emailing Pre-EmploymentChecks.grs@cabinetoffice.gov.uk stating the job reference number in the subject heading.

For further information on the Disclosure Scotland confidential checking service telephone: the Disclosure Scotland Helpline on 0870 609 6006 and ask to speak to the operations manager in confidence, or email Info@disclosurescotland.co.uk

New entrants are expected to join on the minimum of the pay band.

Applicants who are successful at interview will be, as part of pre-employment screening, subject to a check on the Internal Fraud Database (IFD). This check will provide information about employees who have been dismissed for fraud or dishonesty offences. This check also applies to employees who resign or otherwise leave before being dismissed for fraud or dishonesty had their employment continued. Any applicant’s details held on the IFD will be refused employment.

A candidate is not eligible to apply for a role within the Civil Service if the application is made within a 5 year period following a dismissal for carrying out internal fraud against government.

If you are experiencing accessibility problems with any attachments on this advert, please contact the email address in the 'Contact point for applicants' section.

Reasonable Adjustment

If a person with disabilities is put at a substantial disadvantage compared to a non-disabled person, we have a duty to make reasonable changes to our processes.

If you need a change to be made so that you can make your application, you should:

Contact Government Recruitment Service via InsolvencyRecruitment.grs@cabinetoffice.gov.uk as soon as possible before the closing date to discuss your needs.

Complete the ‘Assistance required’ section in the ‘Additional requirements’ page of your application form to tell us what changes or help you might need further on in the recruitment process. For instance, you may need wheelchair access at interview, or if you’re deaf, a Language Service Professional.

Feedback

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Working for the Civil Service

The Civil Service Code sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles .

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

The Civil Service also offers a Redeployment Interview Scheme to civil servants who are at risk of redundancy, and who meet the minimum requirements for the advertised vacancy.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see the Civil Service People Plan and the Civil Service Diversity and Inclusion Strategy .

Apply and further information

This vacancy is part of the Great Place to Work for Veterans initiative.

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Vivienne Brown
• Email : Vivienne.brown@insolvency.gov.uk

Recruitment team

• Email : InsolvencyRecruitment.grs@cabinetoffice.gov.uk

Further information

If you feel there have been procedural irregularities at any stage of the recruitment process or that your application has not been treated in accordance with the Civil Service Recruitment Principles, and wish to make a complaint, then in the first instance you should contact hr.recruitment@insolvency.gov.uk. If you are not satisfied with the response that you receive you can then contact the Civil Service Commission.