Customer Service Advisor (Full Time) HMPO (His Majesty\'s Passport Office)

Overview

Full time – you will be working a 6-week rolling rota, the shifts will be between the hours of 8am-8pm Monday to Friday and 9am-5:30pm Saturday / Sunday (you will work x1 Saturday and x1 Sunday every 6 weeks). 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.

Responsibilities

• Manage inbound calls from customers to discuss any question or queries they may have and update the system with any notes from the call.
• Have high quality conversations with customers to prevent avoidable events and complaints.
• Spot potential complex queries and escalate where required to ensure a fair outcome.
• Provide a clear and efficient response within company guidelines.
• Update the client database with all key information accurately.
• Always working to client and regulatory policies & procedures.
• Demonstrate excellent written and verbal communication skills.
• Experience working in a fast-paced environment.
• Excellent timekeeping.
• Basic IT (Information Technology) skills.
• If successful you will be required to undertake a BPSS check to include Right to Work checks, employment history, DBS (criminal record check) and Counter Terrorism Check.

Qualifications

• Experience within a customer service environment.
• Full Valid Passport.
• Two Proof of addresses.
• Lived in the UK for the last 3 years.
• Proof of national insurance (P45/P60 or Payslip).

Additional information

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.