Quality Advisor
| Posting date: | 26 November 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | £25869-25869 per annum |
| Hours: | Full time |
| Closing date: | 10 December 2025 |
| Location: | Home Based, Home Based |
| Company: | Serco Limited |
| Job type: | Permanent |
| Job reference: | 306078-43806927 |
Summary
Serco Limited
Permanent, Full Time
Home Based
£25,869 per annum + Corporate Benefits Package
Are you passionate about delivering exceptional customer service and driving quality improvements? Join our team at Serco as a Quality Advisor, where you’ll play a key role in ensuring our Customer Advisors meet service-level agreements, exceed performance expectations, and deliver an outstanding customer experience.
About the Role:
As a Quality Advisor, your primary responsibility will be to follow structured procedures to monitor, measure, and enhance the performance of our Customer Advisors. You’ll work closely with team managers and advisors, providing feedback, coaching, and ad-hoc training to ensure high standards of customer service are maintained.
Key Responsibilities
- Conduct quality monitoring and provide feedback to Customer Advisors.
- Identify development opportunities and deliver tailored coaching and training.
- Resolve escalated calls and complaints, ensuring swift resolutions.
- Collaborate with team managers to address concerns and promote advisor growth.
- Mentor, train, and support the team to deliver first-class customer service.
- Analyze performance metrics and use reporting tools to monitor quality.
What We’re Looking For
- Proven experience in handling customer contacts and resolving inquiries.
- Strong coaching and mentoring skills to improve team performance.
- Excellent verbal and written communication skills.
- Proficiency in Microsoft Office and other relevant tools.
- Strong organizational and time-management abilities.
- A proactive, results-driven mindset with a commitment to continuous improvement.
Why Join Us
At Serco, we value personal development, collaboration, and innovation. This role is your opportunity to contribute to a culture of excellence while honing your leadership and coaching skills in a supportive environment.
Additional Information
This role requires appropriate clearance and adherence to training and development requirements.
Ready to Make an Impact?
If you’re ready to help us achieve our mission of delivering exceptional service, apply now to join our team, working from home!
Permanent, Full Time
Home Based
£25,869 per annum + Corporate Benefits Package
Are you passionate about delivering exceptional customer service and driving quality improvements? Join our team at Serco as a Quality Advisor, where you’ll play a key role in ensuring our Customer Advisors meet service-level agreements, exceed performance expectations, and deliver an outstanding customer experience.
About the Role:
As a Quality Advisor, your primary responsibility will be to follow structured procedures to monitor, measure, and enhance the performance of our Customer Advisors. You’ll work closely with team managers and advisors, providing feedback, coaching, and ad-hoc training to ensure high standards of customer service are maintained.
Key Responsibilities
- Conduct quality monitoring and provide feedback to Customer Advisors.
- Identify development opportunities and deliver tailored coaching and training.
- Resolve escalated calls and complaints, ensuring swift resolutions.
- Collaborate with team managers to address concerns and promote advisor growth.
- Mentor, train, and support the team to deliver first-class customer service.
- Analyze performance metrics and use reporting tools to monitor quality.
What We’re Looking For
- Proven experience in handling customer contacts and resolving inquiries.
- Strong coaching and mentoring skills to improve team performance.
- Excellent verbal and written communication skills.
- Proficiency in Microsoft Office and other relevant tools.
- Strong organizational and time-management abilities.
- A proactive, results-driven mindset with a commitment to continuous improvement.
Why Join Us
At Serco, we value personal development, collaboration, and innovation. This role is your opportunity to contribute to a culture of excellence while honing your leadership and coaching skills in a supportive environment.
Additional Information
This role requires appropriate clearance and adherence to training and development requirements.
Ready to Make an Impact?
If you’re ready to help us achieve our mission of delivering exceptional service, apply now to join our team, working from home!
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.