Customer Service Advisor - Carers Team

Lincoln | Other

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



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.



What you'll need to do the role


You'll naturally need to be a strong and resilient character and be mentally prepared to deal with challenging situations. As the first port of call for the unpaid carers, you'll need to be empathetic, caring and compassionate in your approach. 


Ideally, you'll have experience of working within a customer focused environment, a good understanding of the Care Act and have previous experience of carrying out assessments/support planning in a social care setting.   But more importantly you will have exceptional customer service skills, particularly with the ability to build rapport with people in order to gather sensitive and important information. 



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:

  • Salary starting at £21,876.25 

  • 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, cycle to work scheme, 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.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging. 

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment. 

At Serco, 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 and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. 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.

At Serco we support fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.

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Contract Type
Expiry Date
29/09/2023 02:35:00
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