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

Serco Group Plc; Preston; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading service provider in Preston is seeking a Customer Support Representative to manage inbound and outbound calls for His Majesty's Passport Office. The role includes providing calm support, updating the client database, and requires excellent communication skills. Opportunities for career progression and benefits such as paid holidays and a pension scheme are offered.

Benefits

Up to 33 days paid holiday a year

Weekly pay

Access to mental health support

Qualifications

• Experience within a customer service environment is a plus.
• UK residence for the last 3 years.
• Proof of National Insurance required.

Responsibilities

• Manage inbound calls from customers regarding questions or queries.
• Maintain high quality conversations to prevent avoidable events.
• Provide clear and efficient responses within company guidelines.

Skills

Excellent written and verbal communication skills

Experience working in a fast-paced environment

Basic IT skills

Excellent 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.