Customer Service Advisor (Full Time) HMPO (His Majesty's Passport Office)

Serco Group Plc; Macclesfield; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading service provider in Macclesfield is looking for a Customer Support representative. You will manage inbound calls, providing support and advice with a focus on quality interactions. The role offers a full-time schedule with training and opportunities for career progression. Competitive benefits include up to 33 days paid holiday, weekly pay, and additional support programs.

Benefits

Up to 33 days paid holiday

Weekly pay

Access to mental health support

Optional enhanced pension

Employee Assistance Program

Qualifications

• Experience in a fast-paced environment.
• Undertake necessary security checks including BPSS and CTC.
• Possession of a full valid UK passport and proof of address.

Responsibilities

• Manage inbound calls from customers.
• Maintain high quality interactions to reduce complaints.
• Update client database accurately with call notes.
• Escalate complex queries as needed.
• Work in accordance with regulatory policies.

Skills

Communication skills

Timekeeping

IT skills

Customer service experience

Job description

Overview

Full time role working a 6-week rolling rota, with shifts between 8am-8pm Monday to Friday and 9am-5:30pm Saturday and Sunday (you will work one Saturday and one Sunday every 6 weeks). Serco is recruiting on behalf of His Majesty's Passport Office. You will be the first point of contact for inbound and outbound calls, providing calm and considered support and advice in customers’ time of need. Training and shadowing are provided before handling live calls, with ongoing support from your team and manager.

Responsibilities

• Manage inbound calls from customers to discuss questions or queries and update the system with call notes.
• Maintain high quality conversations to prevent avoidable events and complaints.
• Spot potential complex queries and escalate as required to ensure a fair outcome.
• Provide clear and efficient responses within company guidelines.
• Update the client database with key information accurately.
• Work in accordance with client and regulatory policies & procedures.
• Demonstrate excellent written and verbal communication skills.
• Experience working in a fast-paced environment.
• Excellent timekeeping.
• Basic IT skills.
• If successful, undertake a BPSS check including Right to Work checks, employment history, DBS (criminal record) check and a CTC (Counter Terrorism Check).

Nice to have / Qualifications

• Experience within a customer service environment.
• Full valid passport.
• Two proofs of address.
• UK residence for the last 3 years.
• Proof of National Insurance (P45/P60 or Payslip).

What we offer

• Long term ongoing assignments, with permanent opportunities offered regularly.
• Career progression and development at Serco.
• Up to 33 days paid holiday a year (25 days plus 8 bank holidays).
• Weekly pay.
• Free parking available.
• Access to Serco Mental Health & Wellbeing and inclusive support networks.
• Optional enhanced pension.
• Access to a Serco benefit app for discounts and perks.
• Serco share save scheme (optional).
• Employee Assistance Program.