Quality Advisor

Quality Advisor – 18 Month Fixed Contract 

Full Time – Home Based

Salary – Duty Manager salary plus Serco Benefits.

Ready to make an impact?

As a Quality Advisor in our Customer Services team, you’ll monitor and improve service quality by supporting Customer Advisors to meet key performance standards and process adherence. You’ll use reporting tools, deliver feedback and mentoring, and collaborate with Team Managers to ensure a consistently high level of service for every customer interaction.

You’ll be entrusted to:

• Follow procedures to ensure the Customer Advisors achieve service level agreements and key performance indicators
• Conduct quality monitoring of Customer Advisors and providing feedback sessions
• Identify areas for development and provide relevant coaching and/or training.
• Carry out ad hoc training where necessary.
• Support the team in dealing with all difficult individual customer calls, resolving all escalated calls and complaints.
• Liaise with Team Managers regarding any issues/concerns and any personal development areas
• Mentor, train and develop the team ensuring the highest standards of customer service are maintained.
• Promote the ethos of consistently delivering first class customer service.

Does this sound like you?

You’ll be a great fit for this role if you have…

• Experience of handling customer contacts and resolving customer enquires
• Proven coaching skills to improve performance
• Ability to communicate both verbally and written
• Numeracy skills
• Ability to coach and work as part of a team, support colleagues and promote excellent team spirit
• Ability to plan and organise time and tasks effectively
• Expertise in the use of a PC with experience of using Microsoft Office
• Performance focused with a desire to deliver an excellent customer service
• A desire and commitment to achieving results and targets

Please note that you must be able to pass appropriate clearance for the role and must meet the training and development requirements.

Discover all you need to keep growing

Here you’ll be part of a highly supportive culture with leaders you can count on to help you achieve your goals. From mentoring and training to our focus on internal progression, we’re proud to offer clear development opportunities – and the support and tools to help you seize them.

Because this is a place for you

Our people are integral to everything we do. That’s why our benefits are designed to put you first: 

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

A little bit about us

At Serco, we’re a fast-growing company, serving governments around the globe. Our work spans sectors a wide range of sectors including Justice, Immigration, Defence, Leisure, Healthcare, Transport, and Citizen Services. We’re committed to delivering, improving and redesigning public services for the benefit of everyone, guided by our values of Trust, Care, Innovation, and Pride.

Our inclusive recruitment process: We see people first and foremost for their performance and potential. We’re a proud holder of the Gold Inclusive Employer Standard and a Disability Confident Leader, championing fair access to employment and equal opportunities for all. As such we’ll make reasonable adjustments from interview through to employment.

As part of the Disability Confident Scheme, disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Sometimes we receive a high volume of applications, which may lead us to close the application period early. To ensure you don’t miss out, please apply as soon as possible.

Let’s impact a better future, together. Apply today.

For help with your application, or to discuss your eligibility, please contact 0345 010 4000.