Home Based
As a Tier 1 adviser you will be responsible for handling queries from those contacting helpline-based services across a range of behaviour change services and subject matters including Sexual Health and Substance Misuse. You will act as a first line of support for callers, triaging their queries and providing them with information and advice. You will be required to communicate effectively with service users of all ages and backgrounds, conveying information and tailoring support specific to caller’s needs, age and understanding. You will be expected to communicate with them across a range of contact channels including email, voice, webchat, SMS and social media.
Working hours will vary between 8:00am - 10:00pm Monday to Sunday. Rotas are set on a 6-week rotation
What you will need
You will need to be willing to work shifts, commitment to ongoing personal and professional development have a willingness & consent to apply for a CRB check.
Successful candidates must be able to demonstrate the following:
- A good standard of written and spoken English.
- Excellent communication skills including a confident telephone manner and the ability to construct a written response to a high professional standard.
- The ability to adhere to a defined remit.
- The ability to actively listen and ask appropriate question to understand the query and then convey information specific to caller’s needs.
- An understanding of professional boundaries.
- Proven IT literacy and experience of navigating various multi-channel applications and databases.
- Ability to navigate and moderate Social Media platforms and content.
- The ability to check information to a high standard of accuracy and detail.
- The ability to work within Serco policies, procedures and guidelines.
- An understanding of confidentiality.
- Willingness to ask for support and use available information.
- Ability to deal professionally with a large number of calls.
- Able to handle queries of a sensitive nature.
Experience:
- Contact Centre experience
- Customer Service Experience
What we offer
- Salary: £22,131.82 PA
- Up to 6% contributory pension scheme
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health Plans, Annual Leave Purchase Scheme and more
- Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure, and Hospitality discounts
- A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion
- Serco discounts which include cinema, merlin entertainment and online shopping discounts, and discounts on mobile phone plans and leisure centre memberships.
- Interesting and enjoyable work
- Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities
About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.
At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.
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