Contact Centre Advisor

Here at Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP).
Our extensive experience supporting complex case management services across the globe and experience of working with the DWP, enables us to impact a better future for all. Service users are treated with care and respect, and our colleagues thrive in a supportive culture.

The Team Coach role combines the coaching of colleagues in providing an excellent claimant experience, the ability to perform within the role of CS Agent for prescribed periods of time and to gain valuable experience in the role of Team Leader through light managerial responsibilities. The role requires flexibility, attention to detail and a methodical approach to task completion.

Working as a Contact Centre Advisor, within the HAAS (Health Assessment Advisory Services) Contract 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.

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 specified systems., · 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.

· 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.
· 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 systems., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.

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., 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.

Up to 6% contributory pension scheme
- Life insurance
- 25 days annual leave plus bank holidays. Options for annual leave purchase
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more.
- A fantastic culture and supportive team where you'll get the chance to make a positive difference in a company passionate about diversity and inclusion.
- Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships.
- Interesting and enjoyable work.
- Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities., 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.