Contact Centre Advisor in Gloucester

37.5 hours per week, with a range of shift patterns covering 8am-8pm Monday- Friday and every other Saturday covering 9am-5pm. Are you great with people and looking for a role where you can make a real impact? At Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP), and we are looking for Contact Centre Advisors to join our team. You will be part of a supportive team based at a brand-new office in Bristol, talking to customers every day and ensuring they are treated with care and respect. As an empathetic and resilient Inbound Contact Centre Advisor, you will provide a helpful, professional and efficient experience for the people you speak with. Using the Social Care Framework and Care Act Legislation, you will gather information and offer advice, next steps, and a suitable resolution. Maintaining accurate data will be vital, too! We are dedicated to impacting a better future for the communities we serve.

Responsibilities

• Provide an exceptional customer service experience to all customers that contact the Customer Service Centre, across all available contact channels, while meeting individual and team targets.
• Gather information, showing empathy and understanding to the customers' concerns, while recording accurately on the appropriate IT systems.
• Process contacts enquiries and/or signpost customers, utilising all available knowledge via service-specific IT systems and service scripting.
• Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary networking with third party organisations to support non-English speaking customers.
• Liaise with other professionals to identify the most appropriate next steps for the customer.
• Comply to the Customer Service Centre's PCI data security standards and protocols.
• Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training.

Qualifications

• Relevant experience in a contact centre or customer service environment with an emphasis on call handling.
• Experience of working within a social care function or demonstration of an understanding of - and aptitude for - this type of work.
• English and Maths GCSE or equivalent or proven literacy and numeracy skills.
• Competent in Microsoft Office applications, including Word, Excel, and Outlook.
• Ability to deal with highly emotive customers with empathy and resilience.
• All candidates will be required to pass a BPSS check which will involve a full DBS check and references.

Benefits

• Up to 6% contributory pension scheme.
• Free parking on site / 5-minute walk from public transport links.
• A range of benefits to support the health and wellbeing of you and your family such as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme and more.
• Access to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, leisure, shopping and hospitality discounts.
• A fantastic culture and supportive team where you will get the chance to make a positive difference in a company passionate about diversity and inclusion.
• Professional and personal development opportunities, including training and coaching opportunities to help you grow in your career.

About Serco

At Serco, not only is the nature of the work we do important, but everyone also has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare, and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. By joining Serco, you will have unlimited access to our Global Employee Networks - Serco Inspire (Gender), Serco Embrace (Multicultural), Serco Unlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.