Hybrid Health Assessment Advisor - Inbound Customer Care

Serco; Stoke Gifford; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Contributory pension

Free parking on site

Employee Assistance Programme

Discounts and deals

Job summary

Serco is hiring a Contact Centre Advisor for Health Assessment Advisory Services in Bristol. Hybrid working 3 days in Bristol Office and 2 days from home. 37.5 hours weekly, shift patterns 8am-8pm Mon-Fri and 9am-5pm every other Saturday. Salary £26,000.

Join a team delivering health assessments supporting DWP, handling inbound calls with empathy and accuracy, and using service scripting to guide customers to next steps. BPSS and DBS checks required.

Qualifications

• Relevant experience in a contact centre or customer service environment with emphasis on call handling.
• Experience of working within a social care function or understanding of this type of work.
• English and Maths GCSE or equivalent or proven literacy and numeracy skills.
• Competent in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to deal with highly emotive customers with empathy and resilience.
• All candidates will be required to pass a BPSS check which will involve a full DBS check and references.

Responsibilities

• Provide an exceptional customer service experience to all customers that contact the Customer Service Centre, across all available contact channels, while meeting individual and team targets.
• Gather information, showing empathy and understanding to the customers concerns, while recording accurately on the appropriate IT systems.
• Process contacts enquiries and/or signpost customers, utilising all available knowledge via service-specific IT systems and service scripting.
• Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary networking with third party organisations to support non-English speaking customers.
• Liaise with other professionals to identify the most appropriate next steps for the customer.
• Comply to the Customer Service Centre's PCI data security standards and protocols.
• Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training.

Skills

Contact centre experience

Social care experience

GCSE English & Maths

MS Office

Empathy

Tools

MS Office

Job description

Serco is hiring a Contact Centre Advisor for Health Assessment Advisory Services in Bristol. Hybrid working 3 days in Bristol Office and 2 days from home. 37.5 hours weekly, shift patterns 8am-8pm Mon-Fri and 9am-5pm every other Saturday. Salary £26,000.

Join a team delivering health assessments supporting DWP, handling inbound calls with empathy and accuracy, and using service scripting to guide customers to next steps. BPSS and DBS checks required.