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- Tasks: Help unpaid carers with information, advice, and support while providing excellent customer service.
- Company: Serco delivers vital public services globally, focusing on innovation and inclusivity.
- Benefits: Enjoy competitive salary, flexible working, 25 days holiday, and discounts at 1,000 retailers.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: GCSEs in English and Maths or equivalent; customer service experience is essential.
- Other info: Join a diverse team committed to continuous improvement and community support.
The predicted salary is between 19600 - 27400 £ per year.
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:
- Provide exceptional customer service to all Carers reaching the Customer Service Centre via telephone, email, e-referrals, or chat.
- 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.
- Gather necessary information with empathy and understanding, recording accurately on IT systems, using effective call control and a strength-based methodology.
- Offer solutions and problem-solving support to customers using a strength-based approach.
- Provide relevant, accurate information and guidance to help Carers maintain their roles while preserving their own quality of life.
- Identify, produce, and update Carers Emergency Response Plans as needed.
- Conduct follow-up calls to confirm the effectiveness of advice and support provided, and ensure appropriate outcomes.
- Deal courteously, fairly, and without prejudice with all customers, including liaising with third-party organizations to support non-English speakers.
- Collaborate with other professionals to determine the most appropriate next steps for customers.
- Prioritize urgent contacts and respond promptly.
- Keep knowledge up-to-date through the provided knowledge base and complete mandatory and service-specific training.
- Contribute to maintaining and updating the knowledge base content.
- Build and maintain relationships with colleagues, clients, professionals, and third-party organizations, fostering a culture of continuous improvement.
- Respond positively to change and adopt a flexible approach.
- Achieve individual and team objectives and KPIs.
- Comply with PCI data security standards and protocols.
- 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.
Customer Services Agent employer: Serco
Contact Detail:
Serco Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Agent
✨Tip Number 1
Familiarise yourself with the Care Act and safeguarding policies, as these are crucial in understanding the needs of unpaid carers. Being knowledgeable about these topics will not only help you during the interview but also demonstrate your commitment to providing exceptional customer service.
✨Tip Number 2
Practice your communication skills, especially in handling difficult conversations. Role-playing scenarios where you provide support and guidance can help you feel more confident in using a strength-based approach when interacting with customers.
✨Tip Number 3
Showcase your empathy and understanding during any interactions you have with our team or during networking events. Building rapport and demonstrating your ability to connect with others will highlight your suitability for a customer service role.
✨Tip Number 4
Stay updated on current trends and challenges in social care work. This knowledge will not only prepare you for potential questions but also show that you are proactive and genuinely interested in making a difference in the lives of unpaid carers.
We think you need these skills to ace Customer Services Agent
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the key responsibilities and requirements. Tailor your application to highlight how your skills and experiences align with the needs of the Customer Services Agent position.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your relevant experience in customer service and administration. Use bullet points for clarity and focus on achievements that demonstrate your ability to provide exceptional service.
Write a Strong Cover Letter: In your cover letter, express your passion for supporting unpaid carers and your understanding of the challenges they face. Highlight specific examples from your past experiences that showcase your empathy, problem-solving skills, and ability to communicate effectively.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Customer Services Agent role.
How to prepare for a job interview at Serco
✨Understand the Role
Make sure you thoroughly read the job description and understand the key responsibilities. Familiarise yourself with the needs of unpaid carers and how your role as a Customer Services Agent will support them.
✨Showcase Your Communication Skills
Since excellent verbal and written communication skills are essential, practice articulating your thoughts clearly. Be prepared to demonstrate how you've effectively communicated in previous customer service roles.
✨Demonstrate Empathy
This role requires a strong ability to empathise with customers. Think of examples from your past experiences where you provided support or guidance to someone in need, and be ready to share these during the interview.
✨Familiarise Yourself with Relevant Legislation
Understanding the Care Act and safeguarding policies is crucial. Brush up on these topics and be prepared to discuss how they relate to the role and how you would apply them in your work.
