Customer Service Representative

1 week ago


Bristol, Bristol, United Kingdom Serco Full time

Unlock a Rewarding Career in Customer Service


Serco, a leading provider of health assessments for the Department for Work and Pensions (DWP), is seeking exceptional individuals to join our team as Contact Centre Advisors. Based at our state-of-the-art office in Bristol, you will play a vital role in delivering high-quality customer service experience to individuals across the UK.


About the Role:



  • Provide expert customer service via various contact channels while meeting individual and team targets.
  • Gather information, showing empathy and understanding to customers' concerns, while accurately recording on IT systems.
  • Process contacts enquiries and/or signpost customers, utilizing all available knowledge via service-specific IT systems and scripting.
  • Ensure courteous, fair, and unbiased treatment of customers, including networking with third-party organizations to support non-English speaking customers.
  • Liaise with professionals to identify suitable next steps for customers.
  • Maintain data security standards and protocols.
  • Stay updated with knowledge through the provided knowledge base and timely completion of training.

Your Skills and Qualifications:



  • Relevant experience in a contact centre or customer service environment with an emphasis on call handling.
  • Working knowledge of social care functions or aptitude for this type of work.
  • GCSE or equivalent English and Maths skills or proven literacy and numeracy abilities.
  • Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.
  • Ability to handle highly emotive customers with empathy and resilience.

What We Offer:



  • A competitive salary of £25,000 - £28,000 per annum, depending on experience.
  • Free parking on site or a short 5-minute walk from public transport links.
  • An attractive range of benefits to support your health and wellbeing, including an Employee Assistance Programme, health app, health plans, annual leave purchase scheme, and more.
  • Access to exclusive discounts and deals, such as Merlin Attractions, mobile phone, cinema, leisure, shopping, and hospitality discounts.
  • A supportive culture and collaborative team where you can make a positive difference in a company passionate about diversity and inclusion.
  • Opportunities for professional and personal development, including training and coaching opportunities to help you grow in your career.

Becoming Part of Our Team:


All candidates will undergo a thorough BPSS check, involving a full DBS check and references. At Serco, we are dedicated to impacting a better future for the communities we serve, and we believe that our employees are key to achieving this goal.



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