Job Details
** Customer Service Associate Corporate**
Job Req ID: 166781 Posting Start Date: 21-Jan-2022 Location: Lincoln, Lincolnshire, GB
Contract Type: Full Time Job Advertisement: **Customer Service Associate**
**Location: Lincoln**
**Contract Type: Fixed Term Contract**
**Full and part time roles available - hours between 08:00 and 18:00 Mon to Fri and Saturday on a rota 08:00 to 16:00**
**Salary: 17,200**
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 Childrens Services Advisor youll 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, Childrens Services, Highways, Registration & Celebratory Services, Library Services. We deliver a diverse range of services, many of which play an important part in peoples 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 a Customer Service Associate you will provide an exceptional customer service experience to all customers that contact the Customer Service Centre, across all available contact channels, ensuring they are at the centre of your decision making.
Our offices are based in Lincoln City Centre at Thomas Parker House and we do offer home working opportunities once youre 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.
The Corporate Team is open between the hours of 8am and 6pm Monday to Friday and 08:00 to 16:00 on Saturday. Youll be scheduled for shift within these hours and given 4 weeks notice of your shift pattern.
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 Corporate Team and Lincolnshire County Council.
**What youll need to do the role**
You will be required to be multi-skilled as we offer a variety of services to the citizens of Lincolnshire including Education, Education Transport, Highways, Registration, Libraries, Heritage, Lincoln Road Safety to name a few.
Experience of working in either a face to face or telephone customer service environment and competent in Microsoft office applications, word, excel and outlook is essential.
Through effective call control, questioning and fact finding, you will correctly gather the required information showing empathy and understanding to the customers concerns, whilst recording information accurately on the appropriate IT systems. You will deal with all customers courteously, fairly and without prejudice and utilise all available knowledge via service specific IT systems and service scripting as detailed on the systems provided.
You will be set objectives and targets to achieve at an individual level and support will be given through coaching and mentoring to support you achieving against these. You will need to comply to the Customer Service centre's PCI data security standards and protocols.
**What we offer:**
* Starting salary 17,200 per annum with the opportunity to increase to 19,500 through our Career Progression Scheme.
* 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, cycle to work scheme, 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
Meaningful and vital work: The nature of our business means you will do interesting work that matters delivering essential services that truly touch peoples lives
A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. Youll be able to broaden your experience and apply your skills in new ways
Great people: We are a motivated team who will encourage you and help you to succeed. Youll have the resources you need to do your job in a diverse and supportive environment