Customer Experience Advisor | Aldershot (Aldershot, Hampshire, GB, GU11 2AA)

Serco
United Kingdom
Workplace: OnsiteFull timeGBP 13.45+ hourlyFunction: Customer Success & Account ManagementSkills: ["Calm under pressure","Problem-solving","Communication","Ownership","Multitasking"]

Support military families by handling inbound and outbound calls and shared inboxes in a high-volume environment. Own customer queries through to resolution, using Excel and internal systems to track progress and keep accurate records while preventing escalations and complaints. Work calmly under pressure, manage sensitive conversations professionally, and maintain realistic expectations and timely updates to families. Obtain BPSS clearance during onboarding and help deliver safe, on-time service outcomes.

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FursaFursa
Serco
Serco
1 day ago

Customer Experience Advisor | Aldershot (Aldershot, Hampshire, GB, GU11 2AA)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Support military families by handling inbound and outbound calls and shared inboxes in a high-volume environment. Own customer queries through to resolution, using Excel and internal systems to track progress and keep accurate records while preventing escalations and complaints. Work calmly under pressure, manage sensitive conversations professionally, and maintain realistic expectations and timely updates to families. Obtain BPSS clearance during onboarding and help deliver safe, on-time service outcomes.
Location: United Kingdom
Workplace: Onsite
Employment Type: Full time · Permanent
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Act as a key point of contact and advocate for military families, ensuring concerns are understood and managed with care.
  • •Handle inbound and outbound calls and manage shared inboxes in a high-volume environment.
  • •Take ownership of customer queries through to completion, resolving issues and preventing escalations and complaints.
  • •Track progress and maintain accurate records using Excel and internal systems.
  • •Balance multiple priorities and keep customer expectations realistic and informed throughout the process.

Pay and Benefits

Salary: GBP 13.45 hourly
Perks:PensionAnnual Leave

Key Requirements

  • •Provide customer experience in a role with regular telephone interaction and handling sensitive conversations.
  • •Own queries end-to-end, resolving issues efficiently and preventing escalations and complaints.
  • •Use Excel and internal systems to track progress and maintain accurate records.
  • •Stay calm, professional, and solution-focused under pressure while managing multiple priorities.
  • •Obtain BPSS clearance during onboarding and hold a valid driving licence with access to a vehicle due to the location.
Skills:Calm under pressureProblem-solvingCommunicationOwnershipMultitasking
Licenses:Valid driving licence
Tech Stack:ExcelInternal systems

Eligibility

Security Clearance:BPSS clearance

Company Brief

Serco
Provides public services across defence, transport, health, justice, immigration and citizen services, delivering operations, consultancy and managed services to governments and commercial clients worldwide.
Industry: Professional Services
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Hook, United Kingdom
Founded: 1929
WebsiteLinkedIn