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- 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.
- 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.
- Other info: Enjoy a supportive team culture with training and development opportunities.
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.
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Customer Service Advisor (Full Time) HMPO (His Majesty\'s Passport Office) employer: Serco Group plc
Contact Detail:
Serco Group plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor (Full Time) HMPO (His Majesty\'s Passport Office)
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on His Majesty's Passport Office and Serco. Understanding their values and mission will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when handling calls and give you a chance to refine your communication skills.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you successfully resolved customer issues. This will demonstrate your ability to handle complex queries, which is key for this role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen to join the team at Serco.
We think you need these skills to ace Customer Service Advisor (Full Time) HMPO (His Majesty\'s Passport Office)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Advisor role. Highlight your experience in customer service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Show Off Your Communication Skills: Since this role involves a lot of interaction with customers, it's crucial to demonstrate your excellent written communication skills. Use clear and concise language in your application to show us you can communicate effectively.
Be Honest About Your Experience: If you've worked in a fast-paced environment or have experience handling customer queries, let us know! Be upfront about your background and how it relates to the responsibilities listed in the job description.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our company!
How to prepare for a job interview at Serco Group plc
✨Know Your Role
Before the interview, make sure you understand the responsibilities of a Customer Service Advisor at His Majesty's Passport Office. Familiarise yourself with the types of queries you might handle and think about how you would respond to them. This will show your potential employer that you're proactive and ready to step into the role.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. When asked questions, take a moment to reflect before answering. This not only shows that you value what the interviewer is saying but also allows you to provide thoughtful responses, which is crucial in a customer service role.
✨Showcase Your Communication Skills
Since excellent verbal and written communication skills are key for this position, be prepared to showcase these during your interview. You might be asked to role-play a customer interaction or explain how you would handle a difficult situation. Use clear, concise language and maintain a calm demeanour.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities. Think of examples from your past experiences where you've successfully resolved customer issues or handled complaints. Structure your answers using the STAR method (Situation, Task, Action, Result) to clearly convey your thought process.