Customer Service Advisor

6 months ago

Lincoln, United Kingdom Serco Plc Full time

Customer Service Advisor - Carers
Lincolnshire County Council, LN1
Part Time, 25 and 31 Hours available
£23,954.49 pro rata + Benefits

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 Service Advisor's 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.

As one of our Customer Service Advisors you’ll ensure that we continue to deliver this incredibly important work. You’ll be the first point of contact for unpaid carers, providing the advice and guidance that enables them to meet the demands and needs of those they are caring for.

Using professional curiosity, you will gather as much information and detail from the carer as possible. Calls can be complex, sensitive and emotive, but from the training you’ll receive you’ll be able to use your call control and exceptional communication skills to gather the relevant information to determine the most appropriate support required. From one day to the next you’ll be dealing with a wide variety of different cases, from supporting an unpaid carer with an elderly family member to a parent who has a child with challenging behavioural issues in this varied and dynamic role. Whatever the situation though you’ll have the support of an experienced team that is committed to making a difference to the people who rely on this service.

What you’ll need to do the role

If you're considering this role, it's crucial that you possess a strong and resilient character, mentally prepared to handle challenging situations. As the first point of contact for unpaid carers, you must approach them with empathy, care, and compassion. Having prior experience working in a customer-focused environment, a good grasp of the Care Act, and previous experience conducting assessments and support planning in a social care setting would be advantageous. However, what's truly essential is that you have exceptional customer service skills, particularly in building rapport with people to gather sensitive and important information.

Where will I work?

Our offices are based in Lincoln City Centre and we do offer home 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?

Part Time

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 Carers 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 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.

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