Job Description

Customer Service Advisor - HMPO (His Majesty's Passport Office)

Kirkby, Liverpool - onsite for training & an Academy (once competencies have been signed off, this will be a hybrid role - working in the office and from home)

Fixed term ongoing contract

Full time - you will be working a 6-week rolling rota, the shifts will be between the hours of 8am-8pm Monday to Friday and 9am-5:30pm Saturday / Sunday (you will work x1 Saturday and x1 Sunday every 5 weeks)

Here at Serco, we have an exciting opportunity to join our team as a Customer Service Advisor on behalf of His Majesty's Passport Office. You'll be the first point of contact involving both inbound and outbound calls, using a calm and considered approach to provide important support and advice to your customers in their time of need.



When you join us, you'll receive all the training and shadowing you'll need before you start fielding active calls, along with support from your friendly team members and your manager.

Is this the right opportunity for you?

Manage inbound calls from customers to discuss any question or queries they may have and updating the system with any notes from the call. Having high quality conversations with customers to prevent avoidable events and complaints. Spotting potential complex queries and escalating where required to ensure a fair outcome. Provide a clear and efficient response within company guidelines. Updating the client database with all key information accurately. Always working to client and regulatory policies & procedures.

What you will need to succeed

Excellent written and verbal communication skills Experience working in a fast-paced environment Excellent timekeeping Basic IT (Information Technology) skills Experience within a customer service environment

What's in it for you?

Long term ongoing assignments, with permanent opportunities offered regularly. Career progression and development at Serco Up to 33 days paid holiday a year (25 days, plus 8 bank holiday) Weekly pay Free parking available Access to an enhanced pension Employee Assistance Program

During our recruitment process, you will be required to have:

Full Valid Passport Two Proof of addresses Lived in the UK for the last 3 years Proof of national insurance (P45/P60 or Payslip)


If successful you will be required to undertake a BPSS check to include, RTW (Right to Work) checks, employment history, (DBS) criminal record check and a CTC (Counter Terrorism Check).

Why Serco Workforce Solutions?

A world of opportunities -

Serco is one of the leading public sector providers of customer services.

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.

Everyone who joins us receives all the training, coaching, and mentoring they require before they start fielding live calls.

* We provide a network of support from friendly team members through to our wellbeing and culture team.