Customer Service Advisor - Out Of Hours

Join Our Team As A Customer Service Advisor!

Do you have a passion for excellent customer service and enjoy helping people? Are you looking for job security and career opportunities working for a leading provider of outsourced customer services solutions? Do you enjoy great job satisfaction, ensuring customer needs are at the heart of your interactions and that all queries are positively resolved?

If you answered yes to all of the above, we want to hear from you today!

Rate of pay: �12.08 per hour

Part Time: 20 hours per week - 4 days Monday to Sunday - Shifts between the hours of: Mon to Fri - 17:30 to 23:30 Sat and Sun - 08:00 to 23:30

Location: Fully Office Based - Lincoln

Proposed Start Date: 1st April 2025

Relevant level 2, or above Customer Service qualification or similar experience of working within a social care function preferable

As a Customer Service Advisor you will be required to triage inbound calls, providing a helpful, professional & efficient experience to customers contacting the Customer Service Centre for Adult & Children's Services. You will be required to do this across all contact channels ensuring that you are using the appropriate telephony system and social care case management system.

Key Responsibilities:

- Using the Social Care framework, identifying appropriate information, advice, next steps and a suitable resolution or signposting. Whilst ensuring all information received and decisions made are recorded accurately within the specialist social care system

- 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.

- Achieve your individual and team objectives and KPI targets through effective call control, questioning and fact finding, correctly gather the required information showing empathy and understanding to the customers concerns, whilst recording accurately on the appropriate IT systems Using your social care knowledge and judgement

- Ensure all contacts are dealt with in accordance to relevant legislation, policies and procedures (e.g. the care act / signs of safety framework and safeguarding) and keep up to date with legislation changes as required

- Process contact enquiries and/or signpost customers; utilising all available knowledge via service specific IT systems and service scripting as detailed on the CRM system

- Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations

- Liaise with other professionals to identify the most appropriate next steps for the customer -

- Identify and prioritise urgent contacts and respond appropriately without delay

Requirements:

- English and Maths GCSE or equivalent or proven literacy and numeracy skills

- Able to demonstrate substantial effective experience in either a face to face or telephone customer service environment including dealing with difficult cases/complaints.

- Able to demonstrate expert knowledge of the CSC's telephony platform, including Contact Recorder systems

- Competent in Microsoft office applications, word, excel and outlook

- Ability to record information in a timely and accurate manner using electronic resources

Working at Serco, you'll have a can-do attitude with a genuine passion for excellent customer service and enjoy helping people. And with us, you're not just another employee. You're an individual, and this is how you'll be treated. With your dedicated management team with you every step of your career, you'll be joining us in a proudly diverse and inclusive workplace and will enjoy a relaxing break time in one of our many themed break-out areas.

If this sounds like the job you are looking for, click apply today!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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