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Job summary

The purpose of this role is to –

• Be part of a customer focused team, acting as a central contact and information intelligence point for customer data and referral management ensuring the successful delivery of the service nationally. Responsible for the delivery of an efficient and effective service that meets/exceeds customer needs and expectations.
• Support the wider Customer Services Team to meet objectives in an efficient manner, ensuring customer satisfaction, and meeting customer expectations. Providing excellent customer service and to continually promoting this with the CST members.
• Ensure invoices are raised promptly and issued to customers.

Job description

The main accountabilities of this role are to –

• Model and drive excellent customer service and continually promote this with CST colleagues.
• Provide help and advice to customers relating to Acas, be knowledgeable regarding Acas products or services and keeping up to date with changes.
• Communicate professionally and courteously with internal and external customers by telephone, email, letter and face to face.
• Record and process bookings and training referrals received by post, phone or email and follow up with post-event interaction.
• Accountable for issuing invoices to customers for chargeable services. Support Finance Team with invoice queries.
• Develop a relationship with their allocated team members and maintain effective liaisons with Customer Solutions Leads and Advice and Business Solutions senior leadership team.
• Liaise with colleagues to investigate and solve customer queries, which may be complex or long-standing.
• Continually contribute to the collection of data for statistical purposes to determine the level of service offered and add to the development of improvements.
• Accountable for acting as the first port of call to answer queries from Acas customers, investigate as necessary and ensure caller is directed to the correct internal colleague.
• Helping to support a customer-focused culture - regular reporting, promotion of customer voice, data share to ensure customer at heart of decision-making.
• Workplace Projects Invoicing –Accountable for recording invoices issued to clients for workplace projects and follow up to ensure payments are received.
• Bookings Administration –Accountable for management of the booking of participants for Open access Courses via the on-line system (EARS) and in person training events across the organisation (but not the scheduling) and issuing joining instructions.
• Bookings Invoices –Accountable for issuing invoices to participants on Open Access Courses and follow up to ensure payments are received.
• Training Events Support –Accountable for providing support to the providers of training events.
• Query Management –Accountable for acting as first port of call to answer queries from Acas' customers, investigate as necessary and ensure caller is transferred to correct internal colleagues.
• Proactively engage with customers to ensure satisfaction and identify areas for improvement.
• Follow up on workplace diagnostics/health checks to ensure continuity of service and seamless referrals.
• Coordinate diaries/book in CS Leads for bespoke work where necessary.

Who we are

Acas exists to make working life better for everyone in Britain. We are the experts in workplace matters, we’re impartial, so we’re not on anyone’s side. That means we’re working for everyone to help prevent, manage and resolve workplace issues.

Acas helps employers and employees by providing information, advice, training, conciliation and other services that prevent, manage or resolve workplace problems.

Acas: Britain’s Workplace Experts

Acas has been recognised for its Diversity and Inclusion in the workplace from the Employers Network for Equality and Inclusion awards; it has been Disability Confident Highly Commended, a Pay Gap award winner, and an Overall winner for public sector organisations. Acas is committed to providing services and developing policies which embrace diversity, promote equality of opportunity and eliminate unlawful discrimination.

Person specification

Experience

Essential Criteria:

• Good oral, listening, written communication and customer service skills.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel and SharePoint.
• Must have a keen eye for detail and the ability to use a combination of internal data bases simultaneously whilst answering telephone calls.
• Work as part of a team yet use own initiative to make decisions in a reactive environment.
• Ability to work well under pressure, handling customer complaints and incidents that affect the business nationally.
• Contribute to the continual development of improving customer service procedures, policies and standards.

Behaviours

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

• Managing a Quality Service
• Delivering at Pace
• Working Together

Benefits

Alongside your salary of £30,120, Advisory, Conciliation and Arbitration Service contributes £8,725 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

We’re big believers in rewarding people for the amazing work they do, take a look at some of the fantastic benefits we offer:

• Learning and Development;
• Health and wellbeing;
• Pension scheme;
• Cycle to work scheme;
• Interest free season ticket loans;
• Volunteering opportunities.

Could you ask for any more?

You’ll have access to a Lifestyle website, where you’ll be able to grab savings over a wide range of products from holidays to your weekly shop.

To find out more please check out - Working for Acas

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 (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (opens in a new window), and will assess your Behaviours and Strengths.

How to apply

Please click on the 'Apply now' button.

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

• A 250-word statement on the following Behaviours: Managing a Quality Service, Delivering at Pace, Working Together.
  

Should a large number of applications be received, an initial sift may be conducted using the:

• Lead Behaviour: Working Together

Candidates who pass the initial sift may be progressed to a full sift of all the above requirements or progressed straight to assessment/interview.

If a large number of applications meet the minimum standard, an interview wait list may be created for this position. This means that if you have met the minimum requirements at sift, you may be placed on a ‘Hold’ status for up to 12 months, and if we are able to invite you to an interview, we will be in touch.

Interview Details

If you have successfully passed sift at the application stage, you will be invited to an interview which will take place via Microsoft Teams and which will take place from the week commencing 24 August 2026.

It will be a Behaviour and Strengths based interview. The following Behaviours will be assessed at Interview -

• Managing a Quality Service, Delivering at Pace, Working Together.

A reserve list will be created for this position; this means that if you have passed the interview, but we cannot immediately offer you this position, you will be placed on a reserve list for 12 months and may be considered for similar positions during that time.

Reasonable Adjustments

As a Disability Confident Leader, Acas is committed to creating an inclusive recruitment process. If you have a disability and feel that any part of the recruitment process puts you at a disadvantage, we will work with you to make Reasonable Adjustments that support your needs. If you require any changes to help you apply:

• Please contact the Acas Recruitment Team via HRrecruitment@acas.org.uk as soon as possible before the closing date to discuss your needs.
• Complete the “Assistance Required” section on the “Additional Requirements” page of your application form to let us know about any adjustments or support you may need during the recruitment process. For example, this might include accessibility arrangements for entering a building or interview room, communication support, modifications to assessment methods, etc.
• You can find out more about the Disability Confident Scheme and Reasonable Adjustments by clicking these links.

Want to learn more about Civil Service recruitment? You can find out more on Civil Service Careers, including information on Success Profiles, writing a Personal Statement, acceptable use of Artificial Intelligence, and what to expect at Interview.

For applicants requiring a visa to work in the UK

Please be advised that Acas does not hold a UKVI Sponsorship Licence, so we cannot consider sponsoring a visa applicant or issuing a Certificate of Sponsorship.

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

Security

Successful candidates must undergo a 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) (opens in a new window)
• 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 (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) 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 (opens in a new window).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 theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

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 : HR Recruitment Team
• Email : HRRecruitment@acas.org.uk

Recruitment team

• Email : HRRecruitment@acas.org.uk

Further information

If you feel your application has not been treated in accordance with the Code and wish to make a complaint, you should contact us on via HRrecruitment@acas.org.uk in the first instance. If you are not satisfied with the response you receive from us, you can contact the Civil Service Commission.

Attachments

Job Description - Customer Service Team Adviser Opens in new window (docx, 50kB)