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- Tasks: Assist customers by triaging calls and providing solutions in a supportive environment.
- Company: Join Serco, a leading provider of outsourced customer service solutions with a focus on inclusivity.
- Benefits: Enjoy job security, flexible hours, and a vibrant workplace with themed break-out areas.
- Why this job: Make a real impact by helping people while developing your career in customer service.
- Qualifications: GCSEs in English and Maths or equivalent experience in customer service required.
- Other info: Fully office-based role in Lincoln, starting 1st April 2025.
Join Our Team As A Customer Service Advisor! Do you have a passion for excellent customer service and enjoy helping people? Are you looking for job security and career opportunities working for a leading provider of outsourced customer services solutions? Do you enjoy great job satisfaction, ensuring customer needs are at the heart of your interactions and that all queries are positively resolved? If you answered yes to all of the above, we want to hear from you today!
Rate of pay: £12.08 per hour
Part Time: 20 hours per week - 4 days Monday to Sunday - Shifts between the hours of:
- Mon to Fri - 17:30 to 23:30
- Sat and Sun - 08:00 to 23:30
Location: Fully Office Based - Lincoln
Proposed Start Date: 1st April 2025
Relevant level 2, or above Customer Service qualification or similar experience of working within a social care function preferable.
As a Customer Service Advisor you will be required to triage inbound calls, providing a helpful, professional & efficient experience to customers contacting the Customer Service Centre for Adult & Children's Services. You will be required to do this across all contact channels ensuring that you are using the appropriate telephony system and social care case management system.
Key Responsibilities:
- Using the Social Care framework, identifying appropriate information, advice, next steps and a suitable resolution or signposting. Whilst ensuring all information received and decisions made are recorded accurately within the specialist social care system.
- 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 using your social care knowledge and judgement.
- Ensure all contacts are dealt with in accordance to relevant legislation, policies and procedures (e.g. the care act / signs of safety framework and safeguarding) and keep up to date with legislation changes as required.
- Process contact 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.
- Liaise with other professionals to identify the most appropriate next steps for the customer.
- Identify and prioritise urgent contacts and respond appropriately without delay.
Requirements:
- English and Maths GCSE or equivalent or proven literacy and numeracy skills.
- Able to demonstrate substantial effective experience in either a face to face or telephone customer service environment including dealing with difficult cases/complaints.
- Able to demonstrate expert knowledge of the CSC's telephony platform, including Contact Recorder systems.
- Competent in Microsoft office applications, word, excel and outlook.
- Ability to record information in a timely and accurate manner using electronic resources.
Working at Serco, you'll have a can-do attitude with a genuine passion for excellent customer service and enjoy helping people. And with us, you're not just another employee. You're an individual, and this is how you'll be treated. With your dedicated management team with you every step of your career, you'll be joining us in a proudly diverse and inclusive workplace and will enjoy a relaxing break time in one of our many themed break-out areas.
If this sounds like the job you are looking for, click apply today!
Customer Service Advisor - Out Of Hours employer: CV-Library
Contact Detail:
CV-Library Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor - Out Of Hours
✨Tip Number 1
Familiarise yourself with the social care framework and relevant legislation, such as the Care Act. This knowledge will not only help you in interviews but also demonstrate your commitment to understanding the role.
✨Tip Number 2
Practice your call handling skills by simulating customer interactions. Focus on showing empathy and effective questioning techniques, as these are crucial for triaging calls effectively.
✨Tip Number 3
Network with current or former customer service advisors in social care. They can provide insights into the role and share tips on how to excel in the position, which can give you an edge during the selection process.
✨Tip Number 4
Be prepared to discuss specific examples of how you've handled difficult customer situations in the past. Highlighting your problem-solving skills and ability to remain calm under pressure will resonate well with interviewers.
We think you need these skills to ace Customer Service Advisor - Out Of Hours
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant customer service experience, especially in social care or similar environments. Use specific examples that demonstrate your ability to handle difficult cases and provide exceptional service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention how your skills align with the job requirements, particularly your experience with telephony systems and your understanding of social care frameworks.
Highlight Relevant Qualifications: If you have a level 2 customer service qualification or equivalent, be sure to mention it prominently. Also, include any relevant training or certifications that relate to social care or customer service.
Showcase Your Soft Skills: In your application, emphasise your soft skills such as empathy, communication, and problem-solving. These are crucial for a Customer Service Advisor role, especially when dealing with sensitive situations.
How to prepare for a job interview at CV-Library
✨Show Your Passion for Customer Service
Make sure to express your enthusiasm for helping people during the interview. Share specific examples of how you've gone above and beyond to provide excellent customer service in previous roles.
✨Familiarise Yourself with Relevant Legislation
Since the role involves working within a social care framework, it's crucial to have a basic understanding of relevant legislation such as the Care Act. Brush up on these topics before your interview to demonstrate your knowledge.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle difficult situations. Prepare by thinking of past experiences where you successfully resolved customer complaints or triaged urgent calls.
✨Highlight Your IT Competence
As the role requires using various IT systems, be ready to discuss your experience with telephony platforms and Microsoft Office applications. Mention any specific software you've used and how it helped you in your previous roles.
