Customer Service Advisor
4 days ago
Customer Service Advisor – HMPO (His Majesty's Passport Office)
Kirkby, Liverpool – onsite for training & an Academy (once competencies have been signed off, this will be a hybrid role – working in the office and from home)
Fixed Term – Temporary ongoing
Part Time – 20 hours a week. (Must complete 2 weeks of full time training 9am-5pm office based/ 2 weeks academy period 9am-5pm)
2 week rolling rota
Week 1:
Monday - Friday 8am-12pm
Week 2:
Monday 8am-12pm
Tuesday 8am-12pm
Thursday 8am-12pm
Friday & Saturday 9am-1pm
Here at Serco, we have an exciting opportunity to join our team as a Customer Service Advisor on behalf of His Majesty's Passport Office. You'll be the first point of contact involving both inbound and outbound calls, using a calm and considered approach to provide important support and advice to your customers in their time of need.
When you join us, you'll receive all the training and shadowing you'll need before you start fielding active calls, along with support from your friendly team members and your manager.
Your main responsibilities:*
- Manage inbound calls from customers to discuss any question or queries they may have and updating the system with any notes from the call.
- Having high quality conversations with customers to prevent avoidable events and complaints.
- Spotting potential complex queries and escalating where required to ensure a fair outcome.
- Provide a clear and efficient response within company guidelines.
- Updating the client database with all key information accurately.
- Always Working to client and regulatory policies & procedures.
What you will need to do the role:*
- Excellent written and verbal communication skills
- Experience working in a fast-paced environment
- Excellent timekeeping
- Basic IT (Information Technology) skills
Nice to have:*
- Experience within a customer service environment
Why Serco?*
A world of opportunities - Serco is one of the leading public sector providers of customer services.
Great people - You only have to spend a few moments in our centres to realise that we have a special people-driven culture. Our diverse and caring workforce supports the public and each other.
Everyone who joins us receives all the training, coaching, and mentoring they require before they start fielding live calls.
We provide a network of support from friendly team members through to our wellbeing and culture team.
What we offer:*
- Long term ongoing assignments, with permanent opportunities offered regularly.
- Career progression and development at Serco
- Weekly pay
- Free parking available
- Exclusive access to Serco Mental Health & Wellbeing and a range of inclusive support networks.
- Access to an enhanced pension (optional)
- Employee Assistance Program
During our recruitment process, you will be required to have:*
- Full Valid Passport
- Two Proof of addresses
- Lived in the UK for the last 3 years
- Proof of national insurance (P45/P60 or Payslip)
If successful you will be required to undertake a BPSS check to include, RTW (Right to Work) checks, employment history, (DBS) criminal record check and a CTC (Counter Terrorism Check).
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