Customer Services Agent

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Salary – £24,559.00 pro rata plus Serco Benefits.

Main Purpose:

To understand the needs of unpaid carers, provide information, advice, guidance, and make appropriate onward referrals to support carers in maintaining their unpaid caring roles.

To provide administrative support to the service.

Key Accountabilities:

1. Provide exceptional customer service to all Carers reaching the Customer Service Centre via telephone, email, e-referrals, or chat.
2. Ensure all contacts are handled proportionately and in accordance with relevant legislation, policies, and procedures (e.g., the Care Act, safeguarding), keeping up-to-date with legislative changes.
3. Gather necessary information with empathy and understanding, recording accurately on IT systems, using effective call control and a strength-based methodology.
4. Offer solutions and problem-solving support to customers using a strength-based approach.
5. Provide relevant, accurate information and guidance to help Carers maintain their roles while preserving their own quality of life.
6. Identify, produce, and update Carers Emergency Response Plans as needed.
7. Conduct follow-up calls to confirm the effectiveness of advice and support provided, and ensure appropriate outcomes.
8. Deal courteously, fairly, and without prejudice with all customers, including liaising with third-party organizations to support non-English speakers.
9. Collaborate with other professionals to determine the most appropriate next steps for customers.
10. Prioritize urgent contacts and respond promptly.
11. Keep knowledge up-to-date through the provided knowledge base and complete mandatory and service-specific training.
12. Contribute to maintaining and updating the knowledge base content.
13. Build and maintain relationships with colleagues, clients, professionals, and third-party organizations, fostering a culture of continuous improvement.
14. Respond positively to change and adopt a flexible approach.
15. Achieve individual and team objectives and KPIs.
16. Comply with PCI data security standards and protocols.
17. Perform any other duties reasonably required within the role or service.

Essential Requirements:

• English and Maths GCSE or equivalent, or proven literacy and numeracy skills.
• Excellent verbal and written communication skills.
• Ability to communicate effectively via talk and type.
• Experience in customer service, either face-to-face or via telephone.
• Experience in an administrative role.
• Proficiency in Microsoft Office applications (Word, Excel, Outlook).
• Experience or understanding of social care work is desirable.
• Experience in a public service environment is desirable.

What We Offer:

• Salary: Competitive, with annual reviews.
• Pension: Up to 6% contributory scheme.
• Holidays: 25 days plus bank holidays.
• Training & Development: Wide range of courses, qualifications funding, mentoring, and progression opportunities.
• Wellbeing: Employee Assistance Programme, healthline, wellbeing app, healthcare cash plans, leisure discounts.
• Discounts: Savings at around 1,000 retailers.
• ShareSave Scheme: Save regularly and buy shares at a discount.
• Employee Networks: Support and community groups focusing on diversity and inclusion.

About Serco:

Serco delivers essential public services worldwide, including defense, transport, justice, immigration, healthcare, and citizen services. We are committed to innovation and improving public services for all.

Join us to access global networks and be part of a diverse, inclusive workforce. We support flexible working and are proud to be Disability Confident Leaders and Gold Standard Inclusive Employers. We encourage applications from all backgrounds and provide reasonable adjustments during the recruitment process.

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