Customer Advisor - Adult Care Referral Team

  • Job Reference: 166165
  • Date Posted: 22 November 2021
  • Employer: Serco Limited
  • Website:
  • Location: Hertfordshire (SG1 2ST), United Kingdom
  • Salary: £18,000 to £19,000
  • Sector: Administration
  • Job Type: Full Time
  • Duration: Permanent

Job Description

Customer Advisor - Adult Care Referrals Team

Hertfordshire County Council

Stevenage, SG1 2ST

Full time (37 hours per week) 

Monday - Friday 9:00 - 5:30


Starting salary from £18,000 per annum, moving to 19k providing successful probationary period has been completed after 6 weeks on service.


Here at Serco we're looking for a Customer Advisor to join us at Hertfordshire County Council - Adult Care Referrals Team. As the Customer Advisor, you will handle telephone and email contacts to a professional standard from members of the public and multi-disciplinary professionals. The role includes analysing risks in relation to Potential Safeguarding and Urgent referrals and appropriate prioritisation to ensure referrals are dealt with within SLA and potential risk is minimised. 

You will also resolve the Customer's presenting issue at the earliest stage possible by responding to appropriate email enquiries by telephone call and/or email response in line with the Adult care guidance tool. You will use knowledge of specific roles of health-provided services and support to ensure prompt response to incoming work.


What you'll need to do the role
You will have excellent communication skills, both verbal and written, strong telephone skills and have the ability to converse at ease with members of the public and provide advice in accurate spoken English. The successful applicant will have a combination of skills and experience in contact centre or customer service and have excellent attention to detail.

Why Serco

Meaningful and vital work: Working within a Strategic Paternship at Serco means that you'll play a critical role in ensuring that customers and stakeholders continue to receive the support that they need.

A world of opportunity: It takes a diverse team to support a council and we're big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you'll find all the opportunity you need to evolve your career.

Great people: Councils are busy places and you will find yourself interacting with staff, patients, visitors and of course your supportive team. You will be a significant part of the partnership.


What we offer

  • Up to 6% contributory pension scheme.
  • 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 the wider public.
  • Interesting, varied and enjoyable work.
  • A company that recognises your contribution.



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. 


We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.


Serco supports 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).