Customer Service Advisor - Children's Services

  • Job Reference: 151861
  • Date Posted: 23 November 2021
  • Employer: Serco Limited
  • Website:
  • Location: Lincolnshire (LN2 1HJ), United Kingdom
  • Salary: £19,500
  • Sector: Administration
  • Job Type: Full Time
  • Duration: Permanent

Job Description

Customer Service Advisor - Children's Services

Lincolnshire County Council

Lincoln LN2 1DY


37 Hours


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 with us at our partnership with 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.


In this crucial and sensitive role for Children's' Services, you'll be the first point of contact for anyone that calls in to Customer Services to report concerns about a child.  This will include taking calls from members of the public and professionals such as Police Officers, Nurses and School Teachers.  It will be your responsibility to gather as much information and detail from the caller as possible, using your professional curiosity to fact-find information and more importantly to not take anything at face value.  This will all be captured by you, written up against a framework onto our system and then passed over to Children's Social Care.  The decisions that are made for the children are based on the evidence you have gathered; so you'll need your clear, concise and cool-headed communication style to provide that information.  


Not everyone can do this role - but those that can find this to be an extremely rewarding and vital one; you'll directly impact upon the lives of children across Lincolnshire, helping to make a difference every day.


What you'll need to do the role;

The subject matter of the calls can be very difficult, so you'll naturally need to be a strong and resilient character and be mentally prepared to deal with situations that are sometimes harrowing and distressing. As the first port of call for people reporting this, you'll also naturally need to be able to adopt an empathetic, caring and compassionate approach.  


Ideally you will have some experience working in Health and Social Care (or hold relevant qualifications) although more importantly you will have exceptional customer service skills, particularly with the ability to build rapport with people in order to gather information.  Lastly, you need to be able to compile information and present it in a logical manner ensuring that it is clear, concise and error-free.


Due to the nature of the role you will be subject to a DBS check.


Why Serco?

Meaningful and vital work: Your work will directly impact on child care and protection in the Lincolnshire area, helping to make a real difference to Children's Support Services.

A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You'll be able to broaden your experience and apply your skills in new ways.

Great people: Our team is passionate about the service it provides to people in difficult circumstances, and about the support they provide each other.


What we offer:

  • Competitive salary and 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;
  • We offer flexible/agile working environments
  • The chance to make a positive difference to public sector services
  • A company passionate about diversity and inclusion  


If you think this role would suit you, working to improve the lives of those who need it the most, please apply now and upload a copy of your CV and covering letter to register your interest for future roles.