Contact Centre Advisors

Serco Group Plc; Thornaby-on-Tees; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Free parking on site

Health & wellbeing benefits

Discounts and deals

Job summary

Serco Group Plc is hiring an Inbound Contact Centre Advisor in a hybrid Bristol Stockton setting. You will handle customer interactions with care, using the Social Care Framework and Care Act to provide advice, next steps, and resolutions. Strong data accuracy and empathy are essential in this role.

The position is full-time, with 37.5 hours per week, shifts from 8am-8pm, and a 3-2 hybrid arrangement (Stockton office 3 days, 2 days from home). Salary £26,000 and BPSS checks are required.

Qualifications

• English and Maths GCSE or equivalent or proven literacy and numeracy skills.

Responsibilities

• Provide an exceptional customer service experience across contact channels.
• Gather information accurately on IT systems with empathy.
• Process enquiries and signpost customers using service scripts.
• Ensure courteous, fair handling and support non-English speakers with third parties where needed.
• Liaise with professionals to identify next steps for customers.
• Comply with PCI data security standards and protocols.
• Keep knowledge up to date via knowledge base and trainings.

Skills

Empathy

Customer service

Communication

Education

English GCSE

Maths GCSE

Tools

MS Office

Job description

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.
• 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.

Hybrid working 3 days in Stockton Office, 2 days from homeFull 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?, 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.