Customer Service Advisor

Adult Care Teams, Care & Wellbeing Hub

Location :  Customer Serve Centre, Lancaster House, Lincoln

Full time, Permanent

per annum + 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 Adult Care Customer Service Advisors you will ensure that we continue to deliver this incredibly important work here in Lincolnshire County Council.

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.

The Opportunity

We have several vacanciesavailable in our Customer Service Centre based in Lincoln in our Adult Care Teams. Using the strength-based approach to enable positive change in people’s life you will deal with contacts via telephone and email from the public and professionals who are contacting us for information and advice, to report a safeguarding or to access a service from Adult Care, the Lincolnshire Carer Service and / or the Wellbeing Service.

These calls can be complex, sensitive, and emotive, but from the training received you will use your call control, professional curiosity as well as your excellent communication skills to gather the relevant information to determine the most appropriate outcome for the customer.

About you

You will be a passionate and customer focused candidate with experience of working within a busy Customer Care or Customer Service Centre environment. Experience within a social care setting would be preferred, but not essential as full training will be provided.

Excellent typing and sound IT skills are essential as you will be required to type and talk to ensure the contact is taken as efficiently as possible

Where will I work?

Our offices are based in Lincoln City Centre at Lancaster House, and we do offer agile working opportunities (a mix of Office and working at home) 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 choose to drive.

Please note during training you will be required to work 5 days a week for 3 weeks

What hours will I work?

Due to the nature of the role, you will need to be flexible to work between the hours of 8am and 8pm, Monday to Friday. 9am to 4pm on a Saturday. However, currently Adult Care Teams work 8am to 6pm, and do not work on may be subject to change

What training will I be given?

You will be given a full Serco Induction and relevant training aligned to your role and ongoing development.

What we offer :

• Salary £,. per annum
• Competitive pension scheme; matched up to 6% and Life Insurance
• Agile working opportunities
• Career progression Scheme
• 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