Contact Centre Advisor

Serco; Bristol; On-site; GBP 22,000 - 26,000; Full time

Job summary

Serco is looking for a Contact Centre Advisor to join their Health Assessment Advisory Services team in Bristol. This full-time, office-based role requires providing exceptional customer service while assisting customers with health assessments. Candidates should possess experience in a contact centre environment and be able to handle emotionally sensitive situations with empathy and resilience.

Benefits

Up to 6% contributory pension scheme

Free parking on site

Employee Assistance Programme

Access to discounts and exclusive deals

Professional development opportunities

Qualifications

• Experience in a contact centre or customer service environment.
• Understanding or experience within social care.
• Proven literacy and numeracy skills.

Responsibilities

• Provide exceptional customer service across all contact channels.
• Gather information and record accurately on IT systems.
• Liaise with professionals for customer support.

Skills

Empathy

Resilience

Customer Service

Call Handling

Education

GCSE English and Maths or equivalent

Tools

Microsoft Office

Job description

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Contact Centre Advisor – Health Assessment Advisory Services
Office Based, 5 days in Bristol Office
Full Time, Permanent, £, plus benefits

.5 hours per week, with a range of shift patterns covering 8am-8pm Monday- Friday and every other Saturday covering 9am-5pm.

Are you great with people and looking for a role where you can make a real impact?

At Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP), and we’re looking for Contact Centre Advisors to join our team.

You’ll be part of a supportive team based at a brand-new office in Bristol, talking to customers every day and ensuring they’re treated with care and respect. As an empathetic and resilient Inbound Contact Centre Advisor, you’ll provide a helpful, professional and efficient experience for the speak you speak with.

Using the Social Care Framework and Care Act Legislation, you’ll gather information and offer advice, next steps, and a suitable resolution. Maintaining accurate data will be vital, too!

We’re dedicated to impacting a better future for the communities we serve. And our extensive experience working with DWP and supporting case management services across the globe are just some of the ways we achieve that.

Key Accountabilities

• Provide an exceptional customer service experience to all customers that contact the Customer Service Centre, across all available contact channels, while meeting individual and team targets.
• Gather information, showing empathy and understanding to the customers concerns, while recording accurately on the appropriate IT systems.
• Process contacts enquiries and/or signpost customers, utilising all available knowledge via service-specific IT systems and service scripting.
• Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary networking with third party organisations to support non-English speaking customers.
• Liaise with other professionals to identify the most appropriate next steps for the customer.
• Comply to the Customer Service Centre's data security standards and protocols.
• Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training.

What are we looking for?

• Relevant experience in a contact centre or customer service environment with an emphasis on call handling.
• Experience of working within a social care function or demonstration of an understanding of - and aptitude for - this type of work.
• English and Maths GCSE or equivalent or proven literacy and numeracy skills.
• Competent in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to deal with highly emotive customers with empathy and resilience.

All candidates will be required to pass a BPSS check which will involve a full DBS check and references.

What we offer:

• Up to 6% contributory pension scheme
• Free parking on site / 5-minute walk from public transport links
• A range of benefits to support the health and wellbeing of you and your familysuch as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme and more
• Access to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, leisure, shopping and hospitality discounts.
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.
• Professional and personal development opportunities, including training and coaching opportunities to help you grow in your career.