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Customer Service Advisor - Carers-Lincolnshire County Council

Job details
Posting date: 14 June 2024
Salary: Not specified
Additional salary information: £23954-23954 per annum
Hours: Part time
Closing date: 27 June 2024
Location: Lincolnshire, LN1 1YL
Company: Serco Limited
Job type: Permanent
Job reference: 293988-42598710



Customer Service Advisor
- CarersLincolnshire County Council, LN1
Part Time, 25 and 31 Hours available
£23,954.49 pro rata + 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 Customer Service Advisor's you’ll ensure that we continue to deliver this incredibly important work.

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.
As one of our Customer Service Advisors you’ll ensure that we continue to deliver this incredibly important work. You’ll be the first point of contact for unpaid carers, providing the advice and guidance that enables them to meet the demands and needs of those they are caring for.

Using professional curiosity, you will gather as much information and detail from the carer as possible. Calls can be complex, sensitive and emotive, but from the training you’ll receive you’ll be able to use your call control and exceptional communication skills to gather the relevant information to determine the most appropriate support required. From one day to the next you’ll be dealing with a wide variety of different cases, from supporting an unpaid carer with an elderly family member to a parent who has a child with challenging behavioural issues in this varied and dynamic role. Whatever the situation though you’ll have the support of an experienced team that is committed to making a difference to the people who rely on this service.

What you’ll need to do the role

If you're considering this role, it's crucial that you possess a strong and resilient character, mentally prepared to handle challenging situations. As the first point of contact for unpaid carers, you must approach them with empathy, care, and compassion. Having prior experience working in a customer-focused environment, a good grasp of the Care Act, and previous experience conducting assessments and support planning in a social care setting would be advantageous. However, what's truly essential is that you have exceptional customer service skills, particularly in building rapport with people to gather sensitive and important information.

To be eligible for the position, you must have recent experience working in an administrative role, English and maths GCSE or equivalent, or proven literacy and numeracy skills. It's also critical to have experience in either a face-to-face or telephone customer service environment. Don't miss the chance to take on this rewarding role
- apply now and be part of a team that makes a difference in people's lives!

Where will I work?

Our offices are based in Lincoln City Centre and we do offer home working opportunities 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 chose to drive.

What hours will I work?

Part Time

What training will I be given?

You will be given a full Serco Induction and then move onto service specific training; training is delivered from service matter experts from within the CSC Carers Team and Lincolnshire County Council.

What we offer:

Competitive pension scheme; matched up to 6% and Life Insurance

Agile working opportunities

25 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

About SercoAt 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.
ApplyPlease 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.

Proud member of the Disability Confident employer scheme

Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.