Contact Centre Advisor

5 months ago

Bristol, United Kingdom Serco Plc Full time

**Contact Centre Advisor - Health Assessment Advisory Services**
**Office Based, 5 days in Bristol Office**
**Full Time, Permanent, £24,000 plus benefits**
- **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 Call Centre Representatives 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 speak 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.
- Ability to deal with highly emotive customers with empathy and resilience.

**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 family such 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.

**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.

**Job Types**: Full-time, Permanent

Pay: £24,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- On-site parking
- Sick pay
- Store discount

Work Location: In person

Reference ID: 294385

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