Customer Service Agent

Serco Limited; Watton; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Pension scheme

Internal courses and qualifications

Employee Assistance Programme

Wellbeing support and health services

Employee discounts

Job summary

Serco Limited in Watton (IP25 6JB) is seeking a Customer Service Agent to be the first point of contact for the public. You will deliver high standards of service, maintain records, and support various administrative processes to help services run smoothly.

The position is a 12-month fixed-term contract, on-site five days a week, with a 9:00–17:30 schedule and some flexibility to start at 8:00 or finish by 18:00. Salary is £26,509.50 plus excellent benefits.

Qualifications

• Experience working in customer services.
• Excellent customer service and communication skills.
• Confidence dealing with customers by telephone and email.
• Strong attention to detail and good working knowledge of Microsoft Office applications.
• Well organised, able to manage priorities, meet deadlines, and work effectively as part of a team.

Responsibilities

• Respond to telephone and email enquiries from customers, contractors, and internal stakeholders in a professional and timely manner.
• Record, maintain, and update customer information accurately using customer relationship management systems and databases.
• Process customer payments and support the effective handling of correspondence, casework, and complaints.
• Provide administrative support, including filing, processing paperwork, archiving, and maintaining records.
• Support reception activities and assist visitors attending the contract when required.
• Contribute to continuous improvement initiatives and collaborate across the wider Customer Care Centre and administration teams.

Skills

Customer service experience

Communication skills

Telephone & email communication

Attention to detail

Organisation & prioritisation

Tools

Microsoft Office

Job description

Customer Service Agent

Location: Watton, IP25 6JB
Salary: £26,509.50 plus excellent benefits
Employment Contract: Fixed Term Contract, 12-months (with potential to extend by additional 12-months. On site 5 days per week.
Schedule: Monday to Friday, 9am to 5.30pm - flexibility required to start at 8am or finish by 6pm.
Ready to impact a better future?

As a Customer Service Agent in our Environmental Services team, you'll be the first point of contact for members of the public, delivering excellent customer service and helping to resolve a wide range of enquiries. You'll play an important role in ensuring customers receive timely, accurate support while helping our services run smoothly and effectively.

Our work touches lives every day, and your work has purpose. By supporting customers, maintaining accurate records, and helping to improve processes, you'll contribute to services that have a positive impact on communities. You'll join a collaborative team that values trust, care, innovation, and creating impactful solutions for the future.

What you'll do as a Customer Service Agent

• Respond to telephone and email enquiries from customers, contractors, and internal stakeholders in a professional and timely manner.
• Record, maintain, and update customer information accurately using customer relationship management systems and databases.
• Process customer payments and support the effective handling of correspondence, casework, and complaints.
• Provide administrative support, including filing, processing paperwork, archiving, and maintaining records.
• Support reception activities and assist visitors attending the contract when required.
• Contribute to continuous improvement initiatives and collaborate across the wider Customer Care Centre and administration teams.

Does this sound like you?

• Experience working in customer services.
• Excellent customer service and communication skills.
• Confidence dealing with customers by telephone and email.
• Strong attention to detail and good working knowledge of Microsoft Office applications.
• Well organised, able to manage priorities, meet deadlines, and work effectively as part of a team.

What we offer

• 25 days' holiday plus bank holidays (and the option to buy up to five additional leave days each year)
• Up to 6% contributory pension scheme
• Over 1,100 internal courses available, funding for qualifications and apprenticeships (we currently offer over 60 different apprenticeships), mentoring opportunities, and a focus on internal progression.
• Employee Assistance Programme, Bupa Anytime HealthLine, wellbeing app, 30% off at Serco-managed leisure centres, and 24/7 access to a virtual GP service
• Discounts across around 1,000 retailers, from food and clothing to days out, entertainment and travel
• Paid volunteering day, tax-free charitable giving through Payroll Giving Scheme, donate your pennies from your monthly pay to the Serco People Fund Charity
• Our employee networks support connection by providing spaces for collaboration, learning, and belonging. They represent and empower all our colleagues including veterans, LGBTQIA+ employees, women, parents and carers, people with disabilities, and people from all cultural backgrounds.

Vetting and checks:

As well as checking eligibility to work in the UK, you will also complete an Occupational Health Questionnaire to help us identify and provide any support you may need to undertake the role effectively.