Customer Service Advisor - Out of Hours

Customer Service Advisor - Out of Hours.

Lincolnshire County Council 

Part time - 25 hours per week.  Shifts between 1730 hours and 0800 hours.  Overnight rota maybe required.  Working rota issued 4-6 weeks in advance. 

Starting as office based but potentially home based once capability is reached.

Salary - £24,000 to £31,000 pro rata, depending on experience,  plus Serco Benefits.

Main Purpose:

Working as a Customer Service Advisor, within the Care & Wellbeing Hub or Out of Hours Team to provide a helpful, professional & efficient contact handling experience to all customers contacting the Customer Service Centre; across all contact channels, using the appropriate telephony system and social care case management system, within a PCI compliant environment. Using the Social Care framework & Care Act Legislation, undertake initial information gathering for assessment of the customer's needs, identifying appropriate information, advice, next steps and a suitable resolution or signposting. Whilst ensuring all information received and decisions made are recorded accurately within the specialist social care system.

Main Accountabilities: 

·       Provide an exceptional customer service experience to all customers that contact the Customer Service Centre, across all available contact channels, ensuring they are at the centre of your decision making

·       Achieve your individual and team objectives and KPI targets

·       Through effective call control, questioning and fact finding, correctly gather the required information showing empathy and understanding to the customers concerns, whilst recording accurately on the appropriate IT systems

·       Using your social care knowledge and judgement ensure all contacts are dealt with in accordance to relevant legislation, policies and procedures (e.g. the care act / signs of safety framework and safeguarding) and keep up to date with legislation changes as required

·       Process contacts enquiries and/or signpost customers; utilising all available knowledge via service specific IT systems and service scripting as detailed on the CRM system

·       Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking customers.

·       Liaise with other professionals to identify the most appropriate next steps for the customer

·       Identify and prioritise urgent contacts and respond appropriately without delay

·       Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training including Mandatory and Service Area courses

·       Regularly contributes to the creation of knowledge base content or identifies where amendments are required

·       Build relationships with colleagues, clients, professionals and 3rd party organisations as appropriate; demonstrating a willingness to readily share knowledge, offer support and promote a culture of continuous improvement

·       Respond positively to change and take a flexible approach to all aspects of work Comply to the Customer Service Centre's PCI data security standards and protocols

·       The accountabilities contained within this Success Profile are not exhaustive and include any other reasonable duties which arise from the nature of the role within the service or in a comparable post in any of the Company's other services

What you will need for the role:

·       English and Maths GCSE or equivalent or proven literacy and numeracy skills

·       Relevant level 2, or above Customer Service qualification; Institute of Customer Service Award, NVQ in Customer Service or similar

·       Experience of working within a social care function or demonstrates an understanding of and aptitude for of this type of work

·       Able to demonstrate substantial effective experience in either a face to face or telephone customer service environment including dealing with difficult cases/complaints.

·       Able to demonstrate expert knowledge of the CSC's telephony platform, including Contact Recorder systems

·       Competent in Microsoft office applications, word, excel and outlook

·       Ability to record information in a timely and accurate manner using electronic resources

·       Direct input into service specific IT system

What we offer 

·        Salary: Competitive salaries with annual reviews.

·        Pension: Up to 6% contributory pension scheme.

·        Holidays: 25 days' annual leave plus bank holidays.

·        Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.

·        Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.

·        Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.

·        ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.

·        Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.

·        Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

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. 

Apply
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 Gold 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.