Contact Centre Advisor

Serco Group; Tees Valley; Hybrid; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Up to 6% pension

Free parking on site

Employee Assistance Programme

Discounts and deals

Career development

Job summary

Serco Group is hiring a Contact Centre Advisor – Health Assessment Advisory Services in Stockton on Tees, UK. This hybrid role offers 3 days in the Stockton office and 2 days from home, 37.5 hours per week, and a £26,000 salary.

You will handle inbound inquiries with empathy, gather information, and provide accurate advice to customers seeking outcomes under the Social Care Framework. Join a growing team supporting DWP health assessments, delivering respectful service and maintaining data

Qualifications

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

Responsibilities

• Provide an exceptional customer service experience to all customers contacting the Customer Service Centre across all channels, meeting individual and team targets.
• Gather information with empathy and record accurately on IT systems.
• Process contacts and enquiries and signpost customers using knowledge and service scripts.
• Ensure all customers are treated courteously and fairly, including non-English speakers.
• Liaise with professionals to identify the most appropriate next steps for the customer.
• Comply with PCI data security standards and protocols.
• Keep knowledge up to date via knowledge base and training.

Skills

Contact centre experience

Social care exposure

GCSE English & Maths

MS Office proficiency

Empathy & resilience

Education

GCSE English & Maths

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

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Location: Stockton on Tees, Yorkshire, GB, TS17 6PT

Contact Centre Advisor – Health Assessment Advisory Services

Hybrid working 3 days in Stockton Office, 2 days from home
Full Time, Permanent, Salary £26,000

37.5 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 people 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'sPCIdata 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.

Our inclusive recruitment commitment:

We prioritise your skills and potential. As a Disability Confident Leader, a top Great British Employer of Veterans, and a Gold Inclusive Employer Standard holder, we champion equal opportunities for all. We offer flexible and hybrid working where possible and make reasonable adjustments throughout recruitment and employment.

• Guaranteed Interview Scheme: Applicants with disabilities, veterans and people with convictions, who meet the minimum job criteria, are guaranteed an interview. Simply opt into the relevant scheme on the application form.
• Ban The Box: We also support fair access for those with unspent criminal convictions through our ‘Ban the Box’ pledge (some roles may have security exemptions).