Quality Advisor - 12 week secondment
| Posting date: | 02 July 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £24000-27000 per annum |
| Hours: | Full time |
| Closing date: | 01 August 2025 |
| Location: | Merseyside, L32 8SF |
| Company: | Serco Limited |
| Job type: | Temporary |
| Job reference: | 303246-43494277 |
Summary
Serco Limited
Quality Advisor
12 week Secondment
Full Time – Home Based
37.5 hours per week, based on a rota. Monday – Friday 0800-2000 hours, Weekend 0900-1700 hours.
Salary – £24,000
- £27,000 per annum depending on experience. Plus, Serco benefits.Main Purpose:
The primary function of the role is to be able to quality call listen and to ensure the Customer Advisors achieve service level agreements and key performance indicators relating to Quality measures and process adherence. This will include dealing with Section Managers/ Team Managers/ Client and Customer Service Advisors.
This could include, conducting quality monitoring with CA’s and providing feedback, liaising with Team Managers regarding any issues/concerns. The individual will need to use their own initiative as well as follow established procedures, processes, legislation, and systems to ensure the information they our using is update.
The role will involve side by side coaching with agents who are under performing, being a part of the quality academy, which is a week of coaching, side by side quality listening and remote quality listening with selected advisors.
They will have to use all available reporting tools to measure and monitor quality performance of CA’s and the service generally including email management or other work channels. With the aim is to ensure a professional and high level of service is delivered and maintained.
Main Accountabilities:
· Being able to deliver quality briefing to newly hired advisers and may participate in providing formal training
· Being able to provide coaching and support to underperforming advisers
· Identifying areas for development and carry out ad hoc training where necessary.
· Coach and develop advisers in line with client requests, able to provide feedback to advisors to improve their understanding of the contract.
· Conducting quality monitoring of Customer Advisor and providing feedback sessions.
· Dealing with and resolving escalated calls and complaints.
· Delivering Quality checks to the client on calibration.
· Following procedures to ensure the Customer Advisor achieve service level agreements and key performance indicators.
· Helping maintain an excellent overall performance across the contract in regard to call quality and advisor’s knowledge
· Liaising with Team Managers regarding any issues/concerns and any personal development areas
· Listen to quality calls and mark by following the process provide by the client.
· Maintaining Excel spreadsheets and ensuring accurate information is entered as necessary for the client
· Providing support to fellow colleagues and managers when required
· Respond and resolve advisor queries on process they may not understand in a timely manner and in line with associated processes and procedures.
· Staying updated with process changes and keeping advisers informed, so we don’t see any dips in perform.
· Understanding adviser’s confidentiality
· Understanding business needs when asked to support phone line when needed.
· Understanding the correct way to deliver feedback to advisers.
· Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
· Working individually and as part of a team to achieve client-based numbers and service level requirements
· Required to support phone lines.
What you will need for the role:
· A desire and commitment to achieving results and targets
· Ability to coach and work as part of a team, support colleagues and promote excellent team spirit
· Ability to communicate both verbally and written
· Ability to plan and organise time and tasks effectively
· Attention to detail and accuracy when processing data
· Effective communication at all levels including agents, managers, section managers, subcontractors, and Clients
· Excellent people skills
· Experience of handling customer contacts and resolving customer enquires
· Expertise in the use of a PC with experience of using office automation tools such as outlook, word, excel or other Microsoft Office programs.
· Must meet the training and development requirements of the job role
· Must pass appropriate clearance for the role
· Numeracy skills
· Organised and self-motivated with the ability to prioritise and plan workload and tasks effectively
· Performance focused with a desire to deliver an excellent customer service
· Problem solver
· Proven coaching skills to improve performance
What we offer
· Salary: Competitive salaries with annual reviews.
· Pension: Up to 6% contributory pension scheme.
· Holidays: 25 days' annual leave plus bank holidays.
· Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
· Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
· Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
· ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
· Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
· Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.
Quality Advisor
12 week Secondment
Full Time – Home Based
37.5 hours per week, based on a rota. Monday – Friday 0800-2000 hours, Weekend 0900-1700 hours.
Salary – £24,000
- £27,000 per annum depending on experience. Plus, Serco benefits.Main Purpose:
The primary function of the role is to be able to quality call listen and to ensure the Customer Advisors achieve service level agreements and key performance indicators relating to Quality measures and process adherence. This will include dealing with Section Managers/ Team Managers/ Client and Customer Service Advisors.
This could include, conducting quality monitoring with CA’s and providing feedback, liaising with Team Managers regarding any issues/concerns. The individual will need to use their own initiative as well as follow established procedures, processes, legislation, and systems to ensure the information they our using is update.
The role will involve side by side coaching with agents who are under performing, being a part of the quality academy, which is a week of coaching, side by side quality listening and remote quality listening with selected advisors.
They will have to use all available reporting tools to measure and monitor quality performance of CA’s and the service generally including email management or other work channels. With the aim is to ensure a professional and high level of service is delivered and maintained.
Main Accountabilities:
· Being able to deliver quality briefing to newly hired advisers and may participate in providing formal training
· Being able to provide coaching and support to underperforming advisers
· Identifying areas for development and carry out ad hoc training where necessary.
· Coach and develop advisers in line with client requests, able to provide feedback to advisors to improve their understanding of the contract.
· Conducting quality monitoring of Customer Advisor and providing feedback sessions.
· Dealing with and resolving escalated calls and complaints.
· Delivering Quality checks to the client on calibration.
· Following procedures to ensure the Customer Advisor achieve service level agreements and key performance indicators.
· Helping maintain an excellent overall performance across the contract in regard to call quality and advisor’s knowledge
· Liaising with Team Managers regarding any issues/concerns and any personal development areas
· Listen to quality calls and mark by following the process provide by the client.
· Maintaining Excel spreadsheets and ensuring accurate information is entered as necessary for the client
· Providing support to fellow colleagues and managers when required
· Respond and resolve advisor queries on process they may not understand in a timely manner and in line with associated processes and procedures.
· Staying updated with process changes and keeping advisers informed, so we don’t see any dips in perform.
· Understanding adviser’s confidentiality
· Understanding business needs when asked to support phone line when needed.
· Understanding the correct way to deliver feedback to advisers.
· Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
· Working individually and as part of a team to achieve client-based numbers and service level requirements
· Required to support phone lines.
What you will need for the role:
· A desire and commitment to achieving results and targets
· Ability to coach and work as part of a team, support colleagues and promote excellent team spirit
· Ability to communicate both verbally and written
· Ability to plan and organise time and tasks effectively
· Attention to detail and accuracy when processing data
· Effective communication at all levels including agents, managers, section managers, subcontractors, and Clients
· Excellent people skills
· Experience of handling customer contacts and resolving customer enquires
· Expertise in the use of a PC with experience of using office automation tools such as outlook, word, excel or other Microsoft Office programs.
· Must meet the training and development requirements of the job role
· Must pass appropriate clearance for the role
· Numeracy skills
· Organised and self-motivated with the ability to prioritise and plan workload and tasks effectively
· Performance focused with a desire to deliver an excellent customer service
· Problem solver
· Proven coaching skills to improve performance
What we offer
· Salary: Competitive salaries with annual reviews.
· Pension: Up to 6% contributory pension scheme.
· Holidays: 25 days' annual leave plus bank holidays.
· Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
· Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
· Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
· ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
· Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
· Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.
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.