Location: Lincoln, LN2
Hours: Hours between 08:00 and 18:00 Mon to Fri and Saturday on a rota 08:00 to 16:00
Full time FTC until April 2024
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 Children's Services Advisor 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 a Customer Service Associate, you will 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.
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.
The Corporate Team is open between the hours of 8am and 6pm Monday to Friday and 08:00 to 16:00 on Saturday. You'll be scheduled for shift within these hours and given 4 weeks' notice of your shift pattern.
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 Corporate Team and Lincolnshire County Council.
What you'll need to do the role
You will be required to be multi-skilled as we offer a variety of services to the citizens of Lincolnshire including Education, Education Transport, Highways, Registration, Libraries, Heritage, Lincoln Road Safety to name a few.
Experience of working in either a face to face or telephone customer service environment and competent in Microsoft office applications, word, excel and outlook is essential. Through effective call control, questioning and fact finding, you will correctly gather the required information showing empathy and understanding to the customers concerns, whilst recording information accurately on the appropriate IT systems. You will deal with all customers courteously, fairly and without prejudice and utilise all available knowledge via service specific IT systems and service scripting as detailed on the systems provided.
You will be set objectives and targets to achieve at an individual level and support will be given through coaching and mentoring to support you achieving against these. You will need to comply to the Customer Service centre's PCI data security standards and protocols.
What we offer:
Salary £20,425 - £20,747 with the opportunity to increase through our Career Progression Scheme
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
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 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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