Contact Centre Advisor

6 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, £22,308 + Benefits

37.5 hours worked on a range of shift patters covering 8am-8pm Monday
- Friday and every other Saturday covering 9am-5pm.

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).

Our extensive experience supporting complex case management services across the globe and experience of working with the DWP enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

Working from our brand-new Bristol office we are looking to recruit experienced, empathetic, and resilient Inbound Contact Centre Advisors. The key purpose of the role will be to provide a helpful, professional & efficient experience to all customers contacting the Customer Service Centre.

Using the Social Care framework and Care Act Legislation our Contact Centre Advisors will undertake initial information gathering and offer advice, next steps and a suitable resolution or signposting, whilst maintaining accurately recorded data.

Key Accountabilities

Provide an exceptional customer service experience to all customers that contact the Customer Service Centre, across all available contact channels, ensuring they are at the centre of your decision making.
Achieve your individual and team objectives and KPI targets.
Through effective call control, questioning and fact finding, correctly gather the required information showing empathy and understanding to the customers concerns, whilst 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 as detailed on the CRM system
Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking customers.
Liaise with other professionals to identify the most appropriate next steps for the customer.
Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training including Mandatory and Service Area courses.
Build relationships with colleagues, clients, professionals, and 3rd party organisations as appropriate; demonstrating a willingness to readily share knowledge, offer support and promote a culture of continuous improvement.
Respond positively to change and take a flexible approach to all aspects of work.
Comply to the Customer Service Centre's PCI data security standards and protocols

What are we looking for?

Relevant experience in a Contact Centre / Customer Service environment with an emphasis on call handling
Experience of working within a social care function or demonstrates an understanding of and aptitude for of 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 / resilience.

Desirable
Relevant level 2, or above Customer Service qualification; Institute of Customer Service Award, NVQ in Customer Service or similar.
Experience of working within a social care function or demonstrates an understanding of and aptitude for of this type of work.

**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 Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more
Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure 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.
Serco discounts which include cinema, merlin entertainment and online shopping discounts and discounts on mobile phone plans and leisure centre memberships.
Interesting and enjoyable work
Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities.
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.

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At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some m

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