Customer Service Senior Advisor Full Time NEW

Job Title: Customer Service Senior Advisor

Band: 2

Salary: £29,795 – £33,073

Location: Liverpool/Norwich/Newport/Birmingham

Contract Type: 12 Month Fixed Term Appointment

Hours: Full Time/Compressed Hours

Closing Date: 12/05/26

Interview Date(s): WC 1st June (subject to change)

Call to action

Are you looking for an opportunity to make a meaningful national impact within a high-performing, collaborative environment?

By being part of the Customer Service Centre (CSC) team, you join Government Commercial Agency (GCA) in its purpose to help the UK public sector realise the best value in its commercial and procurement activity.

Job Summary

The role is a blend of team coordination and technical execution. You will solve routine problems within clear organisational boundaries as part of a diverse 20-person team across four sites.

You will deliver world-class support in our award-winning centre, managing high-capacity workflows, including 1,500+ weekly enquiries and 100 daily calls. This includes maintaining our high standards, building on the achievement of scoring 8.8 in CSAT last financial year against a target of 7.7. This multifaceted role also offers opportunities for involvement in projects and low-value procurement.

Key Accountabilities

• Resolve customer enquiries of varying complexity across multiple channels by applying comprehensive product expertise and industry best practices. Recording quality data within CRM and GCA systems
• Conduct targeted outbound outreach to resolve high-level technical escalations and enhance customer support.
• Contribute to the delivery of departmental targets and GCA wider objectives.
• Engage, support and coach peers in a busy and challenging Customer Service Centre environment.
• Act as a reliable subject matter expert within the team whilst also leading by example and demonstrating a demand for new knowledge that supports customer enquiry resolution.
• Providing support in translating customers commercial requirements, into a compliant procurement, which include specific and measurable evaluation criteria
• Takes full ownership of role-specific complaint resolution processes, ensuring strict adherence to GDPR protocols.
• Develop knowledge bank materials to support the resolution of increasingly complex and higher volumes of enquiries through the Customer Service Centre
• Onboarding of new suppliers onto DPS frameworks in line with compliance guidelines.
• Deliver low complexity procurement activities on behalf of GCA customers.
• Identify on-going assisted procurement opportunities with existing/ prospective customers.

Essential Criteria (to Be Assessed At Application Stage)

• Ability to identify trends and issues, understanding how to create, read and action reports and feedback.
• Ability to work as part of a team and with a customer service ethos.
• A strong communicator who can inspire people to reach their potential through holding impactful team meetings, one to ones and other forms of team contact.
• Understands, supports and is able to embrace targets, KPI’s and objectives as a standard operating tool with excellent analytical, verbal and written communication skills.

Behaviours

Success Profiles (to be assessed at interview):

• Delivering at Pace
• Managing a Quality Service
• Working together
• Communicating and influencing

Experience

(A link to the Civil Service Success Profiles Framework is provided below)

Success Profiles Framework

Valuing Our People

• Competitive salary
• Generous pension scheme
• A discretionary non-contractual performance related bonus
• Working remotely in addition to working in advertised office location
• Flexi time scheme (available for B1-B6)
• Minimum 25 days annual leave to a maximum service related 30 days excluding bank holidays

Want to make a difference? Find out more about the rewarding work that we do in our candidate pack.

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 D&I Strategy.

We want to make our recruitment process accessible to everyone, so if there is any way that we can support you, please contact recruitment@gca.gov.uk

Working flexibly, delivering outcomes

GCA operates a smarter working model that balances flexibility with collaboration. Successful candidates are expected to spend at least 26 days per quarter (approximately 2 days per week, pro-rata) at their contracted office, another GCA site, or off-site for meetings. For the remainder of the time, you may work from home or another suitable location that meets business needs.

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

A reserve list may be held for up to 12 months, which the Civil Service may use to fill future suitably similar vacancies across government for candidates who are considered appointable following interview. Should you be placed on a reserve list and want to be removed please contact recruitment@gca.gov.uk.

Please note that as part of this recruitment process, if you are unsuccessful at the interview stage but are close to the benchmark score you may be considered for and offered a role at a lower pay band within the same job family.

#GCAIND

Working for the Civil Service

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

Complaints Procedure

Our recruitment processes are underpinned by the principle of selection for appointment on merit on the basis of fair and open competition as outlined in the Civil Service Commission’s Recruitment Principles details of which can be found at https://civilservicecommission.independent.gov.uk/recruitment/recruitment-principles/

If you feel your application has not been treated in accordance with the Recruitment Principles, and you wish to make a complaint, you should contact recruitment@crowncommercial.gov.uk in the first instance.

If you remain unsatisfied with the response you receive you can then contact the Civil Service Commission at info@csc.gov.uk

Internal candidates should apply using their Workday account. Please use the careers hub for your application.