Customer Service Associate for the Corporate Hub
Lincolnshire County Council
Salary - £17,142.84 pro rata
Shift patterns regardless of full or part time will cover the hours between 08:00 and 18:00 Monday to Friday with a rotational Saturday.
Various hours available:
- Permanent, full time (37 hours per week)
- Permanent, part time (19 hours per week)
- Fixed term contract - 12 months, full time (37 hours per week)
- Fixed term contract - 12 months, part time (19 hours per week)
Working as a Customer Service Associate, within the Corporate Hub, you will provide a helpful, professional & efficient customer service experience to anyone contacting the Customer Service Centre. This will be achieved through telephone and webchat, using various telephony and case management systems, achieving your individual and team objectives and KPI targets.
Through effective call control, questioning and fact finding, the Customer Service Associate will correctly gather the required information showing empathy and understanding to the customers concerns, whilst recording accurately on the appropriate IT systems.
The post holder will liaise internally with other Customer Service Associates, Advisors and Specialists to identify the most appropriate next steps/services for the customer, where required. They will also identify and internally escalate urgent contacts without delay, ensuring all actions within the job role are fulfilled.
What you'll need to do the role
You will be able to deliver clear, concise and effective verbal and written communication skills and have experience of working in either a face to face or telephone customer service environment. The successful candidate must have English and Maths GCSE or equivalent and a will ideally also have relevant level 2, or above Customer Service qualification (Institute of Customer Service Award, NVQ in Customer Service or similar)
Meaningful and vital work: Working within the Corporate Hub at Serco means that you'll play a critical role in ensuring that customers continue to receive the support that they need.
A world of opportunity: It takes a diverse team to support a Strategic Partnership 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.
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).