Contact Centre Advisor

Job Req ID:  294385
Posting Start Date:  27 Jun 2024

Bristol, GB

Contract Type:  Full Time
Job Advertisement: 



Contact Centre Advisor – Health Assessment Advisory Services
Office Based, 5 days in Bristol Office
Full Time, Permanent, £24,000 plus benefits 

37.5 hours per week, with a range of shift patterns covering 8am-8pm Monday- Friday and every other Saturday covering 9am-5pm.


Are you great with people and looking for a role where you can make a real impact?


At Serco, we deliver health assessments that help determine eligibility for benefits on behalf of the Department for Work and Pensions (DWP), and we’re looking for Contact Centre Advisors to join our team.


You’ll be part of a supportive team based at a brand-new office in Bristol, talking to customers every day and ensuring they’re treated with care and respect. As an empathetic and resilient Inbound Contact Centre Advisor, you’ll provide a helpful, professional and efficient experience for the speak you speak with.


Using the Social Care Framework and Care Act Legislation, you’ll gather information and offer advice, next steps, and a suitable resolution. Maintaining accurate data will be vital, too!


We’re dedicated to impacting a better future for the communities we serve. And our extensive experience working with DWP and supporting case management services across the globe are just some of the ways we achieve that.


Key Accountabilities

  • Provide an exceptional customer service experience to all customers that contact the Customer Service Centre, across all available contact channels, while meeting individual and team targets.
  • Gather information, showing empathy and understanding to the customers concerns, while recording accurately on the appropriate IT systems.
  • Process contacts enquiries and/or signpost customers, utilising all available knowledge via service-specific IT systems and service scripting.
  • Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary networking with third party organisations to support non-English speaking customers.
  • Liaise with other professionals to identify the most appropriate next steps for the customer.
  • Comply to the Customer Service Centre's PCI data security standards and protocols.
  • Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training.

 What are we looking for?

  • Relevant experience in a contact centre or customer service environment with an emphasis on call handling.
  • Experience of working within a social care function or demonstration of an understanding of - and aptitude for - this type of work.
  • English and Maths GCSE or equivalent or proven literacy and numeracy skills.
  • Competent in Microsoft Office applications, including Word, Excel, and Outlook.
  • Ability to deal with highly emotive customers with empathy and resilience.

All candidates will be required to pass a BPSS check which will involve a full DBS check and references.


What we offer:

  • Up to 6% contributory pension scheme 
  • Free parking on site / 5-minute walk from public transport links
  • A range of benefits to support the health and wellbeing of you and your familysuch as an Employee Assistance Programme, health app, health plans, annual leave purchase scheme and more 
  • Access to a huge range of discounts and exclusive deals such as Merlin Attractions, mobile phone, cinema, leisure, shopping and hospitality discounts. 
  • 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.  
  • Professional and personal development opportunities, including training and coaching opportunities to help you grow in your career. 

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. 

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Gold Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.  For help with your application please contact 0345 010 4000.

At Serco we support 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). Please contact our recruitment team directly on 0345 010 4000 to discuss.