Contact Centre Advisor

Serco Limited; Thornaby-on-Tees; Hybrid; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Pension scheme

Free parking on site

Health & wellbeing benefits

Discounts

Career development

Job summary

Serco Limited is hiring a Contact Centre Advisor for Health Assessment Advisory Services with hybrid working patterns. The role is full-time and permanent, offering a salary of £26,000.

You will work 37.5 hours per week with shift patterns from 8am to 8pm Mon-Fri and alternating Saturdays, with 3 days in Stockton Office and 2 days from home. You will gather information, provide advice, and ensure accurate data across IT systems while delivering a respectful customer experience.

Qualifications

• Minimum requirements include strong customer service experience.
• Ability to handle emotive customers with empathy and resilience.
• GCSE English and Maths or equivalent literacy/numeracy.
• Proficient in Microsoft Office applications (Word, Excel, Outlook).

Responsibilities

• Provide an exceptional customer service experience across all contact channels while meeting targets.
• Gather information with empathy and record accurately on IT systems.
• Process enquiries and signpost customers using service knowledge and scripting.
• Ensure courteous, fair treatment and collaborate with third parties when needed.
• Liaise with professionals to identify next steps for customers.
• Comply with PCI data security standards.
• Keep knowledge up to date through training and knowledge base.

Skills

Customer service

Empathy

Resilience

Microsoft Office

Communication

Education

English GCSE

Maths GCSE

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

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's PCI 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 family such 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.