Customer Service Advisor - Carers-Lincolnshire County Council

at  Serco Plc

Location: Lancaster House, 36 Orchard Street, Lincoln, LN1 1XX
Part Time (25 hour) position available
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. 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 at Lancaster House 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?
The Carers Team is open between the hours of 8am and 6pm Monday to Friday. You’ll be scheduled a shift within these hours and given 4 weeks’ notice of your shift pattern.
Your hours will be Monday to Friday working 5 hours per day.
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.

Please refer the Job description for details