Customer Service Advisor - Manchester onsite
Manchester City Centre
5d ago

Here at Serco we are one of the leading providers of outsourced customer services on behalf of central and local Government organisations.

As a Customer Service Advisor you’ll be the first point of contact for one (or a number of) public services. Involving both inbound and outbound calls, the people you speak to will have a range of questions or concerns and using a calm and considered approach you’ll provide important support and advice at a time of need, recording this in the relevant systems as you go.

You won’t be doing this alone though. Everyone who joins us receives all the training and shadowing they need before they start fielding active calls.

You’ll also receive support from your friendly team members and your manager.

And you’ll go home at the end of the day with the satisfaction of knowing that you’ve made a difference to someone.

What you’ll need to do the role

The Customer Services Agent is the first point of contact in delivering a professional, high quality and personalised customer service experience on behalf of VIVO and the DIO.

This includes handling DIO, customer and 3rd party contacts, casework and complaints, within agreed service levels, across multiple contact channels.

The primary activity is answering phone calls and emails from members of the Armed Forces who are reporting problems and issues with their Built Estate : this means the facilities, buildings, offices, single-living accommodation and other areas where they live and work.

Those issues will include problems with heating, lighting and power, doors and windows, air conditioning, floors, walls and ceilings.

The CSA will use their own initiative as well as follow established procedures, processes, and systems to source information to provide a resolution for the customer.

The role will also involve initiating contact with individuals within the Buyer’s organisation or other 3rd parties in order to perform their role.

Experience of working in a contact centre or helpdesk is essential, and experience of a facilities management helpdesk management is desirable.

Experience of using phone and email systems, MS Office, and Excel spreadsheets is essential.

Why Serco

Great people - You only have to spend a few moments in our centres to realise that we have a special people-driven culture.

Our diverse and caring workforce supports the public and each other.

A world of opportunities - With over 1,000 people across various sites, Serco is one of the leading public sector providers of customer services.

Many of our temp workers take up permanent positions and go onwards and upwards within our business whilst many others are happy with a temp role that fits around your lifestyle.

Meaningful and vital work - The nature of our business means you will do interesting work that matters, and as one of the first ports of call for people looking to access public services, you’ll be a true front line worker.

What we offer

  • Monday Friday from 7am 7pm, with the CSAs working a 7.5 hour shift in that time, 37.5 hours a week. Some weekend and evening support may be required at times of high demand.
  • Weekly pay
  • Ongoing career opportunities
  • Required to work from the office
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