Contact Centre Agent

Serco; Metropolitan Borough of Solihull; Hybrid; GBP 23,000 - 27,000; Full time

Benefits offered by this job

25 days' holiday + bank holidays

Pension scheme with contributions

Internal courses and qualifications

Volunteering time

Employee Assistance Programme

Job summary

Serco is recruiting for a Contact Centre Agent in the Armed Forces Recruitment Service at the National Recruitment Centre, Solihull. You will handle inbound calls and webchat, guide candidates through the recruitment journey, and work with a collaborative team to deliver accurate information and support.

Working in a hybrid model from Solihull, you will receive structured induction, ongoing training and access to development opportunities, with a focus on accuracy, care and customer experience

Qualifications

• Experience in a contact centre or customer service environment.
• Clear communication and the ability to adapt to different enquiries.
• Organised and accurate data handling in a busy setting.

Responsibilities

• Provide a helpful, professional service to candidates via telephone, chat and social channels.
• Ask focused questions and gather accurate information to guide next steps.
• Record candidate information accurately and use the recruitment system effectively.
• Maintain service standards and contribute to team objectives and KPIs.

Skills

Inbound call handling

Clear communication

Attention to detail

Organisational skills

Education

English and Maths GCSEs or equivalent

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Location: National Recruitment Centre, Solihull B91 3QJ

Salary: Competitive, plus excellent benefits

Schedule: Full-time and part-time opportunities. Full-time colleagues work five shifts over a rolling seven-day period, including Saturdays and Sundays. Operating hours are 7.00am to 8.00pm Monday to Friday, and 8.00am to 8.00pm at weekends. Part-time shifts are flexible around busy periods, with rotas released one month in advance.

Hybrid working: Hybrid working applies, with three shifts each week on-site; weekend shifts can be worked from home.

Ready to impact a better future?

As a Customer Service Advisor in our Armed Forces Recruitment Service (AFRS) team, you’ll be one of the first people that potential candidates speak to as they explore a career in the Royal Navy, British Army or Royal Air Force. You’ll provide clear, accurate and supportive guidance, helping each candidate understand the next step in their recruitment journey.

The Armed Forces Recruitment Service brings together the Ministry of Defence, Serco and specialist partners to provide end-to-end support from candidate attraction through to assessment, onboarding and preparation for Phase 1 training. You’ll help candidates take an important step towards a career with purpose, making sure they feel informed, supported and confident about what comes next.

Working from the National Recruitment Centre in Solihull, you’ll join a collaborative and inclusive team using modern systems and a shared knowledge library to deliver a professional service. You’ll have the trust to take ownership, the support to keep growing, and the opportunity to make a positive impact for candidates during their application journey.

What you’ll do as a Contact Centre Agent

• Provide a helpful, professional and efficient service to candidates contacting the National Recruitment Centre across available contact channels (Telephone / Chat / Social Media).
• Use effective call control, questioning and fact-finding to understand each enquiry and gather the right information
• Help to support new Candidates to the next phase of their recruitment journey
• Record candidate information accurately
• Use the Armed Forces Recruitment Service digital Knowledge Centre and recruitment system to answer enquiries, explain next steps and signpost candidates correctly
• Treat every candidate with respect, fairness and without prejudice.
• Work with other AFRS teams to identify the most appropriate next step for each candidate
• Work towards individual and team objectives and key performance indicator targets
• Keep your knowledge current by completing required training and using the latest service guidance
• Build positive working relationships, share knowledge and contribute ideas that improve the candidate experience

Does this sound like you?

• You have experience in a contact centre or customer service environment, with a strong focus on Inbound Telephone & Webchat handling
• You communicate clearly, listen carefully and can adapt your approach to different candidates and enquiries
• You’re confident asking focused questions, gathering accurate information and explaining next steps in a straightforward way
• You’re organised, comfortable using Microsoft Word, Excel and Outlook, and able to learn new systems
• You can work calmly and professionally in a busy environment while maintaining care, accuracy and attention to detail
• You’re flexible, open to change and enjoy working collaboratively with colleagues
• You have English and Maths GCSEs, equivalent qualifications, or proven literacy and numeracy skills
• Experience in recruitment would be helpful, but it isn’t essential

Discover all you need to keep growing

You’ll receive a structured induction and role-specific training covering the Armed Forces Recruitment Service, candidate journeys, systems, service standards and the knowledge you’ll need to handle enquiries confidently. You’ll also have access to ongoing learning, coaching and development opportunities, giving you the headroom to grow your skills and shape your future at Serco.

This is a new service with a clear purpose and plenty of opportunity to contribute ideas. Whether you’re building on contact centre experience or taking the next step in customer service, there’s space here for your sound judgement, care and desire to make a difference.

What We Offer

• 25 days' holiday plus bank holidays
• Up to 6% contributory pension scheme
• Over 1,100 internal courses, funding for qualifications and apprenticeships, mentoring opportunities and a focus on internal progression
• 1.5 days' paid volunteering time through a range of opportunities, and ways to support charities through payroll giving
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres and 24/7 access to a virtual General Practitioner service
• Discounts across around 1,000 retailers, including food, clothing, days out, entertainment and travel
• Dedicated employee networks where colleagues can connect, share knowledge and find support

Vetting and checks

This role is subject to Baseline Personnel Security Standard clearance. Any offer of employment will be conditional on the required pre-employment checks being completed satisfactorily.

A Little Bit About Us

At Serco, everyone plays a vital part in delivering essential public services that make a real difference. As a global team of 50,000 people across Defence, Transport, Justice, Immigration, Healthcare, Leisure and Citizen Services, we’re united by a shared purpose: to improve the services that communities rely on. Guided by our values of Trust, Care, Innovation and Pride, our people make meaningful impact, every single day.

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).

For support with your application, please contact j&[e-mail].