Customer Service Advisor C&W-Lincolnshire County Council

at  Serco Plc

Customer Service Advisor - Children’s Service
Location: Lincoln
Contract Type: Full Time, 37 Hours - FTC 12 month Contract for Maternity Cover
Salary: £23,895.64
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 Services Advisor 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.
The Opportunity
We are currently recruiting a Customer Service Advisor for our Children’s Team on the Lincolnshire County Council contract; In this crucial and sensitive role for Children’s’ Services, you’ll be the first point of contact for anyone that calls in to Customer Services to report concerns about a child. This will include taking calls from members of the public and professionals such as Police Officers, Nurses and School Teachers. It will be your responsibility to gather as much information and detail from the caller as possible, using your professional curiosity to fact-find information and more importantly to not take anything at face value. This will all be captured by you, written up against a framework onto our system and then passed over to Children’s Social Care. The decisions that are made for the children are based on the evidence you have gathered; so, you’ll need your clear, concise, and cool-headed communication style to provide that information.
The subject matter of the calls can be very difficult, so you’ll naturally need to be a strong and resilient character and be mentally prepared to deal with situations that are sometimes harrowing and distressing. As the first port of call, you’ll also naturally need to be able to adopt an empathetic, caring and compassionate approach.
You will have exceptional customer service skills, particularly with the ability to build rapport with people in order to gather information accurately whilst talking on the phone. Lastly, you need to be able to compile information and present it in a logical manner ensuring that it is clear, concise, and error-free. Due to the nature of the role, you will be subject to a DBS check.
You will be dealing with calls from professionals (e.g. Police and Health Services), and from Members of the Public. The calls will be of a sensitive nature and you will be required to gather and process information efficiently and accurately.
To be a successful Children’s Service Customer Service Advisor you will have a passion for delivering excellent customer service and excellent communication skills. Candidates will be flexible. Good IT skills with a competency in using Microsoft Office and Windows is also essential! This permanent position is well suited to an individual that is looking to advance their career, with opportunities to progress within the role into a starting salary of £23,895.64.
If you enjoy working in a fast-paced environment, with plenty of variety with the chance to learn new things, then this is the role for you!
Where will I work?
Our offices are based in Lincoln City Centre at Lancaster House and we do offer agile 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?
Due to the nature of the role, you will need to be flexible to work between the hours of 8am and 6pm Monday to Friday. Where relevant you may be asked to work 9am to 4pm on a Saturday.
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 Children’s Team, the CSC Training Team and Lincolnshire County Council.

Please refer the Job description for details