Customer Service Advisor

Serco, Thomas Parker House, Silver Street, Lincoln LN2 1DY

Job Category
Job Location(s)
Contract Type
Appointment Type
Closing Date
Job Reference

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 Adult Care Advisor you’ll ensure that we continue to deliver this incredibly important work with us at our partnership with Lincolnshire County Council.

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.

In this crucial and sensitive role for Adults Care Services, you’ll be the first point of contact for anyone that calls in to Customer Services to report concerns about an adult or someone’s own well-being. This will include taking calls from members of the public and professionals who are contacting us for advice and information or to access a service from Adult Care, the Lincolnshire Carer Service and/or the Wellbeing Service.  The team also take contacts from the public or professionals who have safeguarding concerns for adults with care and support needs. It will be your responsibility to gather as much information and detail from the caller as possible, using your professional curiosity to fact-find information and more importantly to not take anything at face value. These calls can be complex, sensitive and emotive, but from the training received you will use your call control, professional curiosity as well as your excellent communication skills to gather the relevant information to determine the most appropriate service to meet the customer’s need.

Not everyone can do this role - but those that can find this to be an extremely rewarding and vital one; you’ll directly impact upon the lives of citizens across Lincolnshire, helping to make a difference every day.

What you’ll need to do the role;

The subject matter of the calls can be very difficult, so you’ll naturally need to be a strong and resilient character and be mentally prepared to deal with situations that are sometimes harrowing and distressing. As the first port of call for people reporting this, you’ll also naturally need to be able to adopt an empathetic, caring and compassionate approach.  

Ideally you will have some experience working in Health and Social Care (or hold relevant qualifications) although more importantly you will have exceptional customer service skills, particularly with the ability to build rapport with people in order to gather information.  Lastly, you need to be able to compile information and present it in a logical manner ensuring that it is clear, concise and error-free.

Due to the nature of the role you will be subject to a DBS check and you must be able to commit to working a range of shifts (Monday to Friday between 08:00-18:00 & Saturday 09:00-16:00) and flexibility is required.

Why Serco?

Meaningful and vital work: Your work will directly impact on adult care and protection in the Lincolnshire area, helping to make a real difference to Adult’s Care Services.

A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways. There are also great training and development opportunities to help you to grow and progress within your career. Development is a huge part of this role.

Great people: Our team is passionate about the service it provides to people in difficult circumstances, and about the support they provide each other.

What we offer:

  • Competitive salary and up to 6% contributory pension scheme;
  • Serco discounts which include cinema, Merlin entertainment and online shopping discounts, cycle to work scheme, and discounts on mobile phone plans and leisure centre memberships;
  • We offer flexible/agile working environments
  • The chance to make a positive difference to public sector services
  • A company passionate about diversity and inclusion  

If you think this role would suit you, working to improve the lives of those who need it the most, please apply now and upload a copy of your CV and covering letter.

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. 


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. 

We’re a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco supports 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).

In accordance with Part 7 of the Immigration Act 2016 (Fluency Duty), the ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post.

  • Location
  • Job Details
  • Share