Customer Service Advisor - Adults Service - FTC
Location: Lincoln
Contract Type: Full Time, 37 Hours - 6 months Fixed Term Contract
Salary: £23,895.64
Serco is one of the leading public sector providers of customer services, working with central and local governments to provide customer-facing and back-office functions. We pride ourselves on a high-quality service, often supporting some of the most vulnerable people in our society – and as one of our Customer Services Advisors, you’ll ensure that we continue to deliver this incredibly important work.
The Customer Service Centre is the First Point of Contact for many of Lincolnshire County Council's Services, including Adult Care, Children’s Services, Highways, Registration & Celebratory Services, and Library Services. We deliver a diverse range of services, many of which play an important part in people’s lives.
The Opportunity
We are currently recruiting a Customer Service Advisor for our Children’s Team on the Lincolnshire County Council contract. In this crucial and sensitive role for Children’s Services, you’ll be the first point of contact for anyone that calls in to Customer Services to report concerns about a child. This will include taking calls from members of the public and professionals such as Police Officers, Nurses, and School Teachers. It will be your responsibility to gather as much information and detail from the caller as possible, using your professional curiosity to fact-find information.
The subject matter of the calls can be very difficult, so you’ll need to be a strong and resilient character and be mentally prepared to deal with situations that are sometimes harrowing and distressing. You’ll also need to adopt an empathetic, caring, and compassionate approach.
You will have exceptional customer service skills, particularly with the ability to build rapport with people in order to gather information accurately while talking on the phone. You need to compile information and present it in a logical manner ensuring that it is clear, concise, and error-free. Due to the nature of the role, you will be subject to a DBS check.
To be a successful Children’s Service Customer Service Advisor, you will have a passion for delivering excellent customer service and excellent communication skills. Candidates will be flexible. Good IT skills with a competency in using Microsoft Office and Windows are also essential.
If you enjoy working in a fast-paced environment, with plenty of variety and the chance to learn new things, then this is the role for you!
Where will I work?
Our offices are based in Lincoln City Centre at Lancaster House, and we do offer agile working opportunities once you’re settled in and fully trained.
What hours will I work?
You will need to be flexible to work between the hours of 8am and 6pm Monday to Friday. Where relevant, you may be asked to work 9am to 4pm on a Saturday.
What training will I be given?
You will be given a full Serco Induction and then move onto service-specific training; training is delivered from service matter experts from within the CSC Children’s Team, the CSC Training Team, and Lincolnshire County Council.
What we offer:
1. Starting salary £23,895.64 per annum with opportunities to progress
2. Competitive pension scheme; matched up to 6% and Life Insurance
3. Agile working opportunities
4. 25 days annual leave in addition to bank holiday, plus the opportunity to buy up to an additional 5 days per annum
5. Access to employee support services
6. Inclusion in our Local Government Partnership Engagement activities throughout the year
7. Serco discounts which include cinema, Merlin entertainment and online shopping discounts, cycle to work scheme, and discounts on mobile phone plans and leisure centre memberships
About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare, and citizen services.
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability), and In@Serco (LGBT & Networks).
Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles, and when that happens, we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
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