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Serco Limited; Stockton (CA); Hybrid; USD 29,000 - 40,000; Full time

Benefits offered by this job

Up to 6% pension

Free on-site parking

Employee Assistance Programme

Discounts and deals

Job summary

Serco Limited is recruiting a Contact Centre Advisor for Health Assessment Advisory Services. The role is hybrid with 3 days in Stockton office and 2 days from home, offering a £26,000 salary and a 37.5 hour week.

You will handle inbound inquiries, gather information, and provide guidance on next steps within the Care Act framework, using IT systems and approved scripts. Training and support are provided, with a focus on empathetic, efficient service.

Qualifications

• Experience in a contact centre or customer service environment.
• Understanding of social care function or related requirements.
• BPSS check (and DBS if applicable) and references.

Responsibilities

• Provide an exceptional customer service experience across channels while meeting targets.
• Gather information empathetically and record accurately on IT systems.
• Process contacts and signpost customers as needed using service scripts.

Skills

Call handling

Customer service

Empathy

MS Office

Education

English GCSE or equivalent

Maths GCSE or equivalent

Tools

Word

Excel

Outlook

Job description

Contact Centre Advisor – Health Assessment Advisory Services

Hybrid working 3 days in Stockton Office, 2 days from homeFull Time, Permanent, Salary £26,000

37.5 hours per week, with a range of shift patterns covering 8am-8pm Monday

- Friday and every other Saturday covering 9am-5pm.

Are you great with people and looking for a role where you can make a real impact?

At Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP), and we’re looking for Contact Centre Advisors to join our team.

You’ll be part of a supportive team based at a brand-new office in Bristol, talking to customers every day and ensuring they’re treated with care and respect. As an empathetic and resilient Inbound Contact Centre Advisor, you’ll provide a helpful, professional and efficient experience for the people you speak with.

Using the Social Care Framework and Care Act Legislation, you’ll gather information and offer advice, next steps, and a suitable resolution. Maintaining accurate data will be vital, too!

We’re dedicated to impacting a better future for the communities we serve. And our extensive experience working with DWP and supporting case management services across the globe are just some of the ways we achieve that.

Key Accountabilities

- 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.

What are we looking for?

- Relevant experience in a contact centre or customer service environment with an emphasis on call handling.

- Experience of working within a social care function or demonstration of an understanding of

- and aptitude for

- 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.

What we offer:

- Up to 6% contributory pension scheme

- Free parking on site / 5-minute walk from public transport links

- A range of benefits to support the health and wellbeing of you and your familysuch as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme and more

- Access to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, leisure, shopping and hospitality discounts.

- A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion.

- Professional and personal development opportunities, including training and coaching opportunities to help you grow in your career.

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.