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Here at Serco we are one of the leading providers of outsourced customer services on behalf of central and local Government organisations.

What you’ll need to do the role

The Customer Services Agent is the first point of contact in delivering a professional, high quality and personalised customer service experience. T2 Substance Misuse Adviser primary role is to provide information on all aspects of substance misuse and smoking cessation to the public via telephone helpline - promoting key messages on risk reduction as defined by Office for Health Improvement and Disparities client.

To signpost service users to appropriate services for their needs and assist them beyond any barriers in accessing these services. They must be non-judgemental, calm, able to explain complex concerns in a simple and straight forward way and demonstrate a respectful and proactive approach to the needs of those in groups of inclusion.

You won’t be doing this alone though. Everyone who joins us receives all the training and shadowing they need before they start fielding active calls. You’ll also receive support from your friendly team members and your manager.

And you’ll go home at the end of the day with the satisfaction of knowing that you’ve made a difference to someone.

The skills you’ll need:

• Excellent communication and interpersonal skills including a confident telephone manner with the ability to engage and build rapport quickly with people to assess their needs in a timely manner
• Ability to handle the sensitive nature of calls/contacts to the service with empathy, professionalism, and a non-judgemental approach
• Ability to articulate and communicate effectively with service users of all ages (including young people) and backgrounds, conveying information and tailoring support specific to caller’s needs, age and understanding
• The ability to adhere to a defined remit and work to service and professional boundaries
• The ability and willingness to work within OHID and Serco policies, procedures and guidelines as directed
• Willingness to ask for support where required and use the information available to support contact handling
• Ability and willingness to update knowledge and skills with any new developments in guidelines and/or changes to service delivery
• Ability to work on own initiative whilst recognising limitations and when referral to another service/discussion with a manager is required
• Ability to handle many calls, web chats, emails, and text messages professionally
• Ability to articulate and communicate effectively with all stakeholders including service users, colleagues, OHID and external organisations
• Ability and willingness to accurately profile service user information

Desirable skills:

• HNC/HND in a relevant subject related to health/health promotion or Nursing diploma/degree, CQSW/ Diploma Social Work or relevant degree such as: Psychology, Health Science, Social Sciences, Health Promotion, Education.
• A recognized Counselling diploma
• A relevant post graduate higher qualification e.g., a MSc in Counselling, Health Education/ Promotion, Public Health
• Qualification in drugs, alcohol, or tobacco studies/smoking cessation
• Experience of actively working within a role that included the provision of information, advice, and support face to face and/or over the telephone in relation to health, mental health, alcohol, drugs and/or smoking

What we offer:

Homeworking

Weekly pay

Ongoing career opportunities

Pension (after 3 months)

Working hours - 40hrs per week. Working 10hour days. Available from Monday-Sunday

Why Serco

Great people - You only have to spend a few moments in our centres to realise that we have a special people-driven culture. Our diverse and caring workforce supports the public and each other.

A world of opportunities - With over 1,000 people across various sites, Serco is one of the leading public sector providers of customer services. Many of our temp workers take up permanent positions and go onwards and upwards within our business – whilst many others are happy with a temp role that fits around your lifestyle.

Meaningful and vital work - The nature of our business means you will do interesting work that matters, and as one of the first ports of call for people looking to access public services, you’ll be a true front line worker.