Quality Advisor - 12 week secondment - #1795302

Quality Advisor

12 week Secondment

Full Time – Home Based

37.5 hours per week, based on a rota. Monday – Friday 0800-2000 hours, Weekend 0900-1700 hours.

Salary – £24,000 - £27,000 per annum depending on experience. Plus, Serco benefits.

Main Purpose

The primary function of the role is to be able to quality call listen and to ensure the Customer Advisors achieve service level agreements and key performance indicators relating to Quality measures and process adherence. This will include dealing with Section Managers/ Team Managers/ Client and Customer Service Advisors.

This could include, conducting quality monitoring with CA’s and providing feedback, liaising with Team Managers regarding any issues/concerns. The individual will need to use their own initiative as well as follow established procedures, processes, legislation, and systems to ensure the information they our using is update.

The role will involve side by side coaching with agents who are under performing, being a part of the quality academy, which is a week of coaching, side by side quality listening and remote quality listening with selected advisors.

They will have to use all available reporting tools to measure and monitor quality performance of CA’s and the service generally including email management or other work channels. With the aim is to ensure a professional and high level of service is delivered and maintained.

Main Accountabilities

• Being able to deliver quality briefing to newly hired advisers and may participate in providing formal training
• Being able to provide coaching and support to underperforming advisers
• Identifying areas for development and carry out ad hoc training where necessary.
• Coach and develop advisers in line with client requests, able to provide feedback to advisors to improve their understanding of the contract.
• Conducting quality monitoring of Customer Advisor and providing feedback sessions.
• Dealing with and resolving escalated calls and complaints.
• Delivering Quality checks to the client on calibration.
• Following procedures to ensure the Customer Advisor achieve service level agreements and key performance indicators.
• Helping maintain an excellent overall performance across the contract in regard to call quality and advisor’s knowledge
• Liaising with Team Managers regarding any issues/concerns and any personal development areas
• Listen to quality calls and mark by following the process provide by the client.
• Maintaining Excel spreadsheets and ensuring accurate information is entered as necessary for the client
• Providing support to fellow colleagues and managers when required
• Respond and resolve advisor queries on process they may not understand in a timely manner and in line with associated processes and procedures.
• Staying updated with process changes and keeping advisers informed, so we don’t see any dips in perform.
• Understanding adviser’s confidentiality
• Understanding business needs when asked to support phone line when needed.
• Understanding the correct way to deliver feedback to advisers.
• Verifies that representatives are providing up-to-date information, following current processes, and communicating effectively to callers.
• Working individually and as part of a team to achieve client-based numbers and service level requirements
• Required to support phone lines.
  
  

What You Will Need For The Role

• A desire and commitment to achieving results and targets
• Ability to coach and work as part of a team, support colleagues and promote excellent team spirit
• Ability to communicate both verbally and written
• Ability to plan and organise time and tasks effectively
• Attention to detail and accuracy when processing data
• Effective communication at all levels including agents, managers, section managers, subcontractors, and Clients
• Excellent people skills
• Experience of handling customer contacts and resolving customer enquires
• Expertise in the use of a PC with experience of using office automation tools such as outlook, word, excel or other Microsoft Office programs.
• Must meet the training and development requirements of the job role
• Must pass appropriate clearance for the role
• Numeracy skills
• Organised and self-motivated with the ability to prioritise and plan workload and tasks effectively
• Performance focused with a desire to deliver an excellent customer service
• Problem solver
• Proven coaching skills to improve performance
  
  

What We Offer

• 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.
  
  

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.