Customer Service Advisor - Out of Hours

Serco Limited; Greater Lincolnshire; On-site; GBP 24,000 - 31,000; Part time

Job summary

A leading company is seeking a part-time Customer Service Advisor to join their Out of Hours team. The role involves providing exceptional service within the Care & Wellbeing Hub, handling customer inquiries efficiently while adhering to social care legislation. Successful candidates will have relevant qualifications and experience in customer service, with opportunities for development and a supportive work environment.

Benefits

Competitive salaries with annual reviews

Up to 6% contributory pension scheme

25 days' annual leave plus bank holidays

Wide range of learning opportunities

Employee Assistance Programme

Discounts across 1,000 retailers

ShareSave scheme

Paid volunteering day each year

Qualifications

• Experience in a customer service environment, face to face or telephone.
• Understanding of social care functions.
• Ability to record information accurately using electronic resources.

Responsibilities

• Provide exceptional customer service across all contact channels.
• Gather information and assess customer needs effectively.
• Ensure compliance with relevant legislation and policies.

Skills

Customer Service

Communication

Empathy

Problem Solving

Education

GCSE in English and Maths or equivalent

Level 2 Customer Service qualification

Tools

Microsoft Office

Telephony platform

Job description

Customer Service Advisor - Out of Hours.

Lincolnshire County Council

Part time - 25 hours per week. Shifts between 1730 hours and 0800 hours. Overnight rota maybe required. Working rota issued 4-6 weeks in advance.

Starting as office based but potentially home based once capability is reached.

Salary - £24,000 to £31,000 pro rata, depending on experience,plus Serco Benefits.

Main Purpose:

Working as a Customer Service Advisor, within the Care & Wellbeing Hub or Out of Hours Team to provide a helpful, professional & efficient contact handling experience to all customers contacting the Customer Service Centre; across all contact channels, using the appropriate telephony system and social care case management system, within a PCI compliant environment. Using the Social Care framework & Care Act Legislation, undertake initial information gathering for assessment of the customer's needs, identifying appropriate information, advice, next steps and a suitable resolution or signposting. Whilst ensuring all information received and decisions made are recorded accurately within the specialist social care system.

Main Accountabilities:

Provide an exceptional customer service experience to all customers that contact the Customer Service Centre, across all available contact channels, ensuring they are at the centre of your decision making

Achieve your individual and team objectives and KPI targets

Through effective call control, questioning and fact finding, correctly gather the required information showing empathy and understanding to the customers concerns, whilst recording accurately on the appropriate IT systems

Using your social care knowledge and judgement ensure all contacts are dealt with in accordance to relevant legislation, policies and procedures (e.g. the care act / signs of safety framework and safeguarding) and keep up to date with legislation changes as required

Process contacts enquiries and/or signpost customers; utilising all available knowledge via service specific IT systems and service scripting as detailed on the CRM system

Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking customers.

Liaise with other professionals to identify the most appropriate next steps for the customer

Identify and prioritise urgent contacts and respond appropriately without delay

Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training including Mandatory and Service Area courses

Regularly contributes to the creation of knowledge base content or identifies where amendments are required

Build relationships with colleagues, clients, professionals and 3rd party organisations as appropriate; demonstrating a willingness to readily share knowledge, offer support and promote a culture of continuous improvement

Respond positively to change and take a flexible approach to all aspects of work Comply to the Customer Service Centre's PCI data security standards and protocols

The accountabilities contained within this Success Profile are not exhaustive and include any other reasonable duties which arise from the nature of the role within the service or in a comparable post in any of the Company's other services

What you will need for the role:

English and Maths GCSE or equivalent or proven literacy and numeracy skills

Relevant level 2, or above Customer Service qualification; Institute of Customer Service Award, NVQ in Customer Service or similar

Experience of working within a social care function or demonstrates an understanding of and aptitude for of this type of work

Able to demonstrate substantial effective experience in either a face to face or telephone customer service environment including dealing with difficult cases/complaints.

Able to demonstrate expert knowledge of the CSC's telephony platform, including Contact Recorder systems

Competent in Microsoft office applications, word, excel and outlook

Ability to record information in a timely and accurate manner using electronic resources

Direct input into service specific IT system

What we offer

Salary:Competitive salaries with annual reviews.

Pension:Up to 6% contributory pension scheme.

Holidays:25days' annual leave plus bank holidays.

Training and development:We offer a wide range of learning opportunitieswith over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.

Wellbeing:24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.

Discounts:Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.

ShareSave scheme:Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.

Employee networks:Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.

Charity:Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.