Public Services Customer Care Specialist

Serco Group; Watton; On-site; GBP 26,000 - 27,000; Full time

Benefits offered by this job

Holiday entitlement

Pension scheme

Internal courses & progression

Employee Assistance Programme

Discounts

Volunteer day

Job summary

Serco is hiring a Customer Service Agent in Watton, IP25 6JB, on a 12-month fixed-term contract with potential extension. The role is on site five days a week, with a 9am–5:30pm schedule and some flexibility to start at 8am or finish by 6pm.

You will be the first point of contact for the public, handling enquiries, updating records, processing payments, and supporting reception and administration tasks. Join a collaborative team focused on trust, care, and improving community services.

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

Excellent communication

Telephone & email etiquette

Attention to detail

MS Office proficiency

Organization & teamwork

Tools

CRM systems

Databases

Job description

Serco is hiring a Customer Service Agent in Watton, IP25 6JB, on a 12-month fixed-term contract with potential extension. The role is on site five days a week, with a 9am–5:30pm schedule and some flexibility to start at 8am or finish by 6pm.

You will be the first point of contact for the public, handling enquiries, updating records, processing payments, and supporting reception and administration tasks. Join a collaborative team focused on trust, care, and improving community services.