Customer Services Agent

    By
    Omar Favaz
    -

    Serco

    Job Title: Customer Service Advisor

    📍 Location: Lincolnshire (remote or onsite, as applicable)
    💼 Job Type: Part-Time (25 hours/week)
    💷 Salary: £24,559 per annum (pro rata) + Serco benefits

    📝 Role Overview:

    Lincolnshire County Council is seeking a compassionate and well-organised Customer Service Advisor to support unpaid carers through meaningful conversations, guidance, and administrative support. You’ll be the first point of contact, providing empathetic advice and coordinating practical next steps to help carers maintain their roles while preserving their own wellbeing.

    🔑 Key Responsibilities:

    • Provide empathetic, solutions-focused support to unpaid carers via phone, email, and live chat
    • Deliver accurate information and guidance in line with legislation (e.g. Care Act, safeguarding)
    • Create and update Carers Emergency Response Plans
    • Record interactions clearly in IT systems while maintaining confidentiality
    • Follow up on referrals to ensure successful outcomes
    • Liaise with professionals and third-party organisations to support complex needs
    • Maintain up-to-date knowledge of policies, systems, and best practices
    • Contribute to a high-performing team by achieving KPIs and sharing knowledge

    ✅ What You’ll Bring:

    • GCSEs (or equivalent) in English and Maths
    • Strong verbal, written, and interpersonal communication skills
    • Ability to multi-task and “talk and type” confidently
    • Experience in customer service (face-to-face or phone-based)
    • Administrative and Microsoft Office skills (Word, Excel, Outlook)
    • (Desirable) Experience in social care or public sector roles

    🎁 What We Offer:

    • Competitive salary with annual reviews
    • 25 days annual leave + bank holidays (pro rata)
    • Up to 6% pension contribution
    • Over 1,100 training and development courses
    • Wellbeing tools (EAP, BUPA, Simplyhealth, discounts at Serco leisure centres)
    • Employee perks: retailer discounts, ShareSave scheme, volunteering days, and more
    • Supportive networks for diversity, mental health, and inclusion

    💬 Why Join Us?

    This role is your chance to make a real difference in people’s lives every day. You’ll be joining a compassionate, purpose-led team that supports carers—ensuring they never feel alone.

    To apply for this job please visit careers.serco.com.