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

Serco Group Plc; Morecambe; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading service provider in Morecambe is seeking a Customer Support Agent to handle inbound calls and provide essential support. This role offers ongoing training and the opportunity for career development within a dynamic environment. Candidates should possess excellent communication skills and basic IT proficiency, with prior customer service experience being an asset. The position offers up to 33 days of holiday and other perks.

Benefits

Up to 33 days paid holiday

Access to mental health support

Employee Assistance Program

Optional enhanced pension

Qualifications

• Experience within a customer service environment is preferred.
• Candidates must have a full valid passport.
• Proof of National Insurance and UK residency for the last 3 years.

Responsibilities

• Manage inbound calls from customers and provide support.
• Update client database accurately with key information.
• Maintain high-quality conversations to prevent complaints.

Skills

Customer service experience

Excellent communication skills

Basic IT skills

Timekeeping

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.