Quality Advisor

Quality Advisor

Home Based

Permanent, Full Time

£25,869 per annum + Corporate Benefits Package

Are you passionate about delivering exceptional customer service and driving quality improvements? Join our team at Serco as a Quality Advisor, where you’ll play a key role in ensuring our Customer Advisors meet service-level agreements, exceed performance expectations, and deliver an outstanding customer experience.

About the Role:

As a Quality Advisor, your primary responsibility will be to follow structured procedures to monitor, measure, and enhance the performance of our Customer Advisors. You’ll work closely with team managers and advisors, providing feedback, coaching, and ad-hoc training to ensure high standards of customer service are maintained.

Key Responsibilities

• Conduct quality monitoring and provide feedback to Customer Advisors.
• Identify development opportunities and deliver tailored coaching and training.
• Resolve escalated calls and complaints, ensuring swift resolutions.
• Collaborate with team managers to address concerns and promote advisor growth.
• Mentor, train, and support the team to deliver first-class customer service.
• Analyze performance metrics and use reporting tools to monitor quality.

What We’re Looking For

• Proven experience in handling customer contacts and resolving inquiries.
• Strong coaching and mentoring skills to improve team performance.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office and other relevant tools.
• Strong organizational and time-management abilities.
• A proactive, results-driven mindset with a commitment to continuous improvement.

Why Join Us

At Serco, we value personal development, collaboration, and innovation. This role is your opportunity to contribute to a culture of excellence while honing your leadership and coaching skills in a supportive environment.

Additional Information

This role requires appropriate clearance and adherence to training and development requirements.

Ready to Make an Impact?

If you’re ready to help us achieve our mission of delivering exceptional service, apply now to join our team, working from home!

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 Gold 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.