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Customer Service Advisor

3 months ago

Lincoln, United Kingdom Lincolnshire County Council Full time

This post is being advertised on behalf of SERCO.

We are looking for a Customer Services Advisor covering Children's service. The post will be based at Serco Offices in Lincoln.

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 Advisor 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 Councils Services, including Adult Care, Children’s Services, Highways, Registration & Celebratory Services, Library Services. We deliver a diverse range of services, many of which play an important part in people’s lives - whether it is carrying out a Social Care Assessment to enable a resident to stay safely at home, taking a contact to support a Child in Need or simply renewing a library book, it can be hard, but rewarding work.

We are currently recruiting Customer Service Advisors 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 and more importantly to not take anything at face value. This will all be captured by you, written up against a framework onto our system and then passed over to Children’s Social Care. The decisions that are made for the children are based on the evidence you have gathered; so, you’ll need your clear, concise, and cool-headed communication style to provide that information.

**What you will need to do the role**

You will be dealing with calls from professionals (e.g. Police and Health Services), and from Members of the Public. The calls will be of a sensitive nature and you will be required to gather and process information efficiently and accurately.

If you enjoy working in a fast-paced environment, with plenty of variety with 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 Thomas Parker House and we do offer agile working opportunities once you’re settled in and fully trained. The office is perfectly situated for travel via public transport and there is a discounted car parking scheme in operation if you chose to drive.

**What hours will I work?**

Due to the nature of the role, 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**:

- Competitive pension scheme; matched up to 6% and Life Insurance
- Agile working opportunities
- 25 days annual leave in addition to bank holiday, plus the opportunity to buy up to an additional 5 days per annum
- Access to employee support services
- Inclusion in our Local Government Partnership Engagement activities throughout the year
- 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;
- The chance to make a positive difference to public sector services in a company passionate about diversity and inclusion

**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. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

**Apply**

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

**_Fluency Duty_**:

- In accordance with Part 7 of the Immigration Act 2016 (Fluency Duty), the ability to converse at ease with customers and provide advice in accurate spoken English is essential for the p