Contact Centre Advisor – Health Assessment (Hybrid)

About the role

We are seeking a Contact Centre Advisor to join Serco’s Health Assessment Advisory Services team in Bristol. Working three days on‑site and two days from home, you will handle inbound calls from customers applying for DWP benefits, providing empathetic support and accurate information.

Key responsibilities

• Deliver exceptional customer service across phone, email and chat channels, meeting individual and team targets.
• Gather and record customer information in line with the Social Care Framework and Care Act legislation.
• Provide advice, next steps and resolutions, and sign‑post to third‑party organisations when required.
• Maintain accurate data entry in the designated IT systems and follow PCI data security standards.
• Collaborate with colleagues and external professionals to identify appropriate actions for each case.

Required profile

• Previous experience in a contact‑centre or customer‑service environment with a focus on call handling.
• Understanding of social‑care processes or strong aptitude to work within this sector.
• GCSE‑level English and Maths or equivalent literacy and numeracy skills.
• Ability to remain calm, empathetic and resilient when dealing with highly emotive callers.
• Successful completion of a BPSS check, including DBS and references.

Required skills

• Proficiency in Microsoft Word.
• Proficiency in Microsoft Excel.
• Proficiency in Microsoft Outlook.

What we offer

• Up to 6 % contributory pension scheme.
• Free on‑site parking and easy public‑transport access.
• Benefits supporting health and wellbeing.
• Hybrid working model with three days in a brand‑new Bristol office.