Customer Service Advisor - Carers

Lincoln | Other

Location: Thomas Parker House, 13/14 Silver Street, Lincoln, LN2 1DY

Full  Time, 37 Hours

Competitive Salary + Benefits 


Serco is one of the leading public sector providers of customer services, working with central and local governments to provide customer-facing and back-office functions. We pride ourselves on a high-quality service, often supporting some of the most vulnerable people in our society and as one of our Customer Service Advisor's you'll ensure that we continue to deliver this incredibly important work.

The Customer Service Centre is the First Point of Contact for many of Lincolnshire County Councils Services, including Adult Care, Children's Services, Highways, Registration & Celebratory Services, Library Services. We deliver a diverse range of services, many of which play an important part in people's lives - whether it is carrying out a Social Care Assessment to enable a resident to stay safely at home, taking a contact to support a Child in Need or simply renewing a library book, it can be hard, but rewarding work.

As one of our Customer Service Advisors you'll ensure that we continue to deliver this incredibly important work. You'll be the first point of contact for unpaid carers, providing the advice and guidance that enables them to meet the demands and needs of those they are caring for.


Using professional curiosity, you will gather as much information and detail from the carer as possible. Calls can be complex, sensitive and emotive, but from the training you'll receive you'll be able to use your call control and exceptional communication skills to gather the relevant information to determine the most appropriate support required.

From one day to the next you'll be dealing with a wide variety of different cases, from supporting an unpaid carer with an elderly family member to a parent who has a child with challenging behavioural issues in this varied and dynamic role.  Whatever the situation though you'll have the support of an experienced team that is committed to making a difference to the people who rely on this service.

Interviews will be held on Friday 3rd November at Thomas Parker House. 



What you'll need to do the role


If you're considering this role, it's crucial that you possess a strong and resilient character, mentally prepared to handle challenging situations. As the first point of contact for unpaid carers, you must approach them with empathy, care, and compassion. Having prior experience working in a customer-focused environment, a good grasp of the Care Act, and previous experience conducting assessments and support planning in a social care setting would be advantageous. However, what's truly essential is that you have exceptional customer service skills, particularly in building rapport with people to gather sensitive and important information.


To be eligible for the position, you must have recent experience working in an administrative role, English and maths GCSE or equivalent, or proven literacy and numeracy skills. It's also critical to have experience in either a face-to-face or telephone customer service environment. Don't miss the chance to take on this rewarding role - apply now and be part of a team that makes a difference in people's lives!



Where will I work?

Our offices are based in Lincoln City Centre at Thomas Parker House and we do offer home working opportunities once you're settled in and fully trained. The office is perfectly situated for travel via public transport and there is a discounted car parking scheme in operation if you chose to drive. 



What hours will I work?

The Carers Team is open between the hours of 8am and 6pm Monday to Friday. You'll be scheduled a fixed shift within these hours and given 4 weeks' notice of your amendments to your shift pattern.  



What training will I be given?

You will be given a full Serco Induction and then move onto service specific training; training is delivered from service matter experts from within the CSC Carers Team and Lincolnshire County Council.



What we offer:

  • Competitive pension scheme; matched up to 6% and Life Insurance

  • Agile working opportunities 

  • 25 days annual leave in addition to bank holiday, plus the opportunity to buy up to an additional 5 days per annum

  • Access to employee support services 

  • Inclusion in our Local Government Partnership Engagement activities throughout the year

  • Serco discounts which include cinema, Merlin entertainment and online shopping discounts and discounts on mobile phone plans and leisure centre memberships;

  • The chance to make a positive difference to public sector services in a company passionate about diversity and inclusion  


If you think this role would suit you, working to improve the lives of those who need it the most, please apply now and upload a copy of your CV and covering letter to register your interest for future roles.



Why Serco?


Meaningful and vital work: The nature of our business means you will do interesting work that matters - delivering essential services that truly touch people's lives;


A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You'll be able to broaden your experience and apply your skills in new ways;


Great people: We are a motivated team who will encourage you and help you to succeed. You'll have the resources you need to do your job in a diverse and supportive environment.

About Serco

At Serco, not only is the nature of the work we do important, everyone 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.



Please click on the apply button to be taken to our careers website


Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.


We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We're a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background. 

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Expiry Date
19/12/2023 01:32:00
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