At a Glance
- Tasks: Assist customers with inquiries via calls, providing support and advice.
- Company: Join Serco, a leading public sector customer service provider.
- Benefits: Weekly pay, free parking, career progression, and mental health support.
- Other info: Enjoy a supportive team culture with training and development opportunities.
- Why this job: Be the first point of contact and make a difference in people's lives.
- Qualifications: Experience in customer service and basic IT skills required.
The predicted salary is between 28800 - 43200 £ per year.
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.
Customer Service Advisor (Full Time) HMPO (His Majesty\'s Passport Office) in Bolton employer: Serco Group plc
At Serco, we pride ourselves on being an excellent employer, offering a supportive and people-driven culture that prioritises employee wellbeing and development. As a Customer Service Advisor for His Majesty's Passport Office, you'll benefit from comprehensive training, career progression opportunities, and a friendly team environment, all while enjoying perks like weekly pay and free parking. Join us in making a meaningful impact in the public sector, where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (Full Time) HMPO (His Majesty\'s Passport Office) in Bolton
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Serco Group plc. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Serco Group plc before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor (Full Time) HMPO (His Majesty\'s Passport Office) in Bolton
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Serco Group plc:Your cover letter is your chance to shine! Tell us why you want to work at Serco Group plc specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Serco Group plc!
How to prepare for a job interview at Serco Group plc
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
