Customer Services Agent

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

Job summary

An established industry player is seeking a dedicated individual to support unpaid carers by providing information, advice, and administrative assistance. This role involves exceptional customer service, effective communication, and a strong understanding of social care. Join a diverse team that values innovation and continuous improvement, and contribute positively to the lives of those who provide unpaid care. With extensive training opportunities and a supportive work environment, this position offers a chance to grow while making a meaningful impact on the community.

Benefits

25 days holidays plus bank holidays

Pension scheme with up to 6% contribution

Employee Assistance Programme

Healthcare cash plans

Leisure discounts

Paid volunteering days

Charity support

Extensive learning opportunities

Qualifications

• Proven literacy and numeracy skills are essential.
• Experience in customer service and administrative roles is required.

Responsibilities

• Provide exceptional customer service to unpaid carers via various contact methods.
• Gather information and offer solutions using a strength-based approach.

Skills

Verbal Communication

Written Communication

Customer Service

Administrative Skills

Problem Solving

Education

GCSE in English and Maths or equivalent

Tools

Microsoft Office

Job description

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Salary - £24,559.00 pro rata plus Serco Benefits.

Main Purpose:

To understand the needs of unpaid carers, provide information, advice, and guidance, and make appropriate onward referrals to support carers in maintaining their unpaid caring roles.

To provide administrative support to the service.

Key Accountabilities:

• Provide exceptional customer service to all Carers reaching the Customer Service Centre via various contact methods (Telephone, Email, E-referrals, Chat).
• Ensure all contacts are handled proportionately and in accordance with relevant legislation, policies, and procedures (e.g., the Care Act, safeguarding), keeping up-to-date with legislative changes.
• Gather required information through effective call control and a strength-based methodology, showing empathy and understanding, while recording accurately on IT systems.
• Offer solutions and problem-solving using a strength-based approach.
• Provide relevant and accurate information and guidance to support Carers in maintaining their roles and quality of life.
• Identify and produce/update Carers Emergency Response Plans.
• Conduct follow-up calls to confirm the effectiveness of the information and advice provided and achieve appropriate outcomes.
• Deal courteously, fairly, and without prejudice with all customers, including liaising with third parties to support non-English speakers.
• Collaborate with other professionals to determine the most appropriate next steps for customers.
• Prioritize urgent contacts and respond promptly.
• Maintain up-to-date knowledge through the provided knowledge base and complete mandatory and service-specific training.
• Contribute to the creation and updating of knowledge base content.
• Build relationships with colleagues, clients, professionals, and third-party organizations, demonstrating support and a culture of continuous improvement.
• Respond positively to change and adopt a flexible approach.
• Achieve individual and team objectives and KPIs.
• Comply with PCI data security standards and protocols.
• This list is not exhaustive and includes other duties as required.

Requirements for the Role:

• English and maths GCSE or equivalent, or proven literacy and numeracy skills.
• Excellent verbal and written communication skills.
• Ability to communicate verbally and via typing.
• Experience in face-to-face or telephone customer service.
• Experience in administrative roles.
• Proficiency in Microsoft Office applications.
• Experience or understanding of social care work is desirable.
• Experience in a public service environment is desirable.

What We Offer:

• Salary: Competitive, with annual reviews.
• Pension: Up to 6% contribution scheme.
• Holidays: 25 days plus bank holidays.
• Training and Development: Extensive learning opportunities, qualifications funding, mentoring, and internal progression.
• Wellbeing: Employee Assistance Programme, healthline, wellbeing app, healthcare cash plans, leisure discounts.
• Discounts: Savings at around 1,000 retailers.
• ShareSave Scheme: Save regularly and buy shares at a discount.
• Employee Networks: Supportive groups for diversity and inclusion.
• Charity Support: Paid volunteering days and payroll giving.

About Serco:

Serco delivers essential public services globally, focusing on innovation and continuous improvement. Join us to be part of a diverse team making a difference.

Application Process:

Click the apply button to submit your application. Early applications are encouraged as the closing date may be advanced if application volume is high.

We value diversity and are committed to inclusive hiring. Reasonable adjustments are available for candidates during the interview process. For assistance, contact 0345 010 4000.

Serco supports fair employment practices for individuals with criminal convictions through the ‘Ban the Box’ pledge. Contact our recruitment team for discussions.