5.9

Serco

Customer Advisor, Serco

in Birmingham, West, B27 7NS

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Job description

Job title: Customer Advisor

Location: Either Fox Hollies Leisure centre or Wyndley Leisure centre, Birmingham

Job type: Permanent

Working Hours: Monday to Friday with occasional weekends. Part-time hours will be considered for the right candidate.

Fox Hollies: 40 hours per week

Wyndley: 30 hours per week

Salary: £19,916.94 per annum + Commission

Are you passionate about sales and leisure?

Would you like to join our fun and vibrant team at Birmingham Community Leisure Trust?

Here at Birmingham Community Leisure Trust our goal is to get more people, more active, more often. We provide affordable access to a wide range of sports and leisure facilities to support healthier and happier people across all segments of the local community. To deliver those services takes an enthusiastic and customer focused team - and right now we are looking to recruit for a Membership Sales Advisor to join wither Fox Hollies or Wyndley Leisure centres.

In this role you will provide concise membership information with regards to the facility and its offerings. You will be required to show customers around the facility, discuss its offerings and programming along with selling memberships. You will ensure that monthly sales and financial targets are hit and track new and existing members, as well as creating a welcome atmosphere for customers. You will create a strong link between the Gym, Sports Development, Front of House, and the rest of the centre teams following the sales strategy in delivering the sales plan.

The role will involve a high level of customer interaction; this may be face to face or over the telephone.

In addition, there will be times when you will be required to assist other members of staff.

We share your passion for leisure, and we will offer a safe, fun, and professional working environment with excellent development opportunities. You will also receive free gym membership for you and a family member across 8 of our fantastic leisure centres!

About you

The successful candidate will be a passionate and enthusiastic individual who like the members of staff, pride and strive to give the best service possible for those who visit the centre and go the extra mile for customers when required and are confident using a computer.

To be considered for this role you will also have previous sales / leisure experience.

If you feel like you meet the above criteria and want to cut your teeth in a challenging and varied role, please apply today.

Why Serco

Meaningful and vital work: The nature of our business means you will do interesting work that matters – delivering essential services that touch people’s lives.

A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You’ll be able to broaden your experience and apply your skills in new ways.

Great people: We are a motivated team who will encourage you and help you to succeed. You’ll have the resources you need to do your job in a diverse and supportive environment.

What we offer

  • Up to 6% contributory pension scheme
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.
  • Interesting, varied, and enjoyable work
  • A company that recognises your contribution

Serco/Serco Leisure Operating Limited are appointed as the Trust’s Managing Agents. We manage the recruitment process and the Trust’s employees in the delivery of the service on their behalf. The Trust is committed to equal opportunities and requests any potential applicant to contact the Recruitment Team on 0345 010 4000 as soon as possible if an applicant has any additional queries, requirements or will need additional time in submitting an application. Applicants should be aware that in line with the company’s policy, employees will have a DBS check where appropriate.

*Google Chrome is the preferred browser to access Serco careers website*

How this job measures up

Call and contact centre staff at Serco are typically paid £8.49–9.50 an hour.

129 people shared what they think about this job…

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Bad
  • Head office doesn’t understand the frontline

    Do call and contact centre staff think Serco head office understands what's happening where they work?

    People think head office doesn’t understand what’s happening where they work

    How we know this

    100% of people think that this employer’s head office or owners don’t have a good understanding of what’s really happening where they work

    Based on information from 10 job reviews

    Why this matters

    At a good job, the role of head office should be to support the people on the frontline serving customers.

    To do that properly, the company’s owners or head office need to have a good understanding of what’s really happening on the frontline. This is especially important when a company owns multiple locations.

  • People don’t enjoy their job

    Do call and contact centre staff at Serco enjoy their jobs?

    People don’t enjoy their job

    How we know this

    80% of people report they don’t enjoy their job

    Based on information from 5 job reviews

  • Hard to choose shifts

    Do call and contact centre staff at Serco get to choose the shifts they work?

    People don’t get enough choice over which shifts they work

    How we know this

    91% report that their manager doesn’t give them enough choice over which shifts they work

    Based on information from 11 job reviews

    Why this matters

    A good job is flexible around your personal life. This means you get a say in when you prefer to work.

  • People are paid below market rates

    Does Serco pay call and contact centre staff market rates?

    People are not paid market rates

    How we know this

    92% of people are paid below the typical pay for the type of work they do

    Based on information from 12 job reviews

    Why this matters

    Pay can vary a lot between types of job. Employers should be ensuring that the rates their staff are paid are in line with similar roles elsewhere.

  • No career progression

    Are call and contact centre staff given support to progress at Serco?

    People aren’t given support to progress here

    How we know this

    In the last year, 89% of people report not being given an opportunity to get better at their job, learn a new skill, learn to manage a team or get more responsibility in their role

    Based on information from 9 job reviews

    Why this matters

    A good job should help you progress at work, if you want to. That might be supporting you to get better at the job you currently have, learn something new, manage a team or take on more responsibilities.

    This means you’ll be able to build on your skills and experience, and earn more money.

  • People don’t get sick pay

    Does Serco pay call and contact centre staff sick pay?

    No. People don’t get proper sick pay

    How we know this

    80% of people say they wouldn’t get paid if they were sick but scheduled to work

    Based on information from 10 job reviews

    Why this matters

    Everyone gets sick sometimes. You should be able to take time off without worrying.

    At a good job you should still get paid if you’re scheduled to work but can’t due to sickness. Your contract should say how many sick days you can take each year.

    This is more than the legal minimum, which says you should only get paid if you are unwell for 4 full days. See Citizens Advice for more details.

Not great
  • Not easy to change shifts

    How easy is it for call and contact centre staff at Serco to change shifts?

    Most people find it hard to change shifts

    How we know this

    71% of people report that it’s hard to change shifts if they need to

    Based on information from 7 job reviews

    Why this matters

    A good job is flexible around your personal life. It should be easy to change a shift if you need to, whether that’s in an emergency or for planning ahead.

  • Not enough training

    Do call and contact centre staff get enough training when they start at Serco?

    Most people don’t get enough training when they start

    How we know this

    64% of people report they didn’t get enough training when they started working here

    Based on information from 11 job reviews

    Why this matters

    A good job should give you good training when you start, not just drop you in at the deep end.

    This means that you’ll be happier and more productive from day one and shows that your employer values you.

    It’s also very important if your job involves anything that could be dangerous. Good training from the outset keeps you and your team safe.

  • People are not paid enough to live on

    Does Serco pay call and contact centre staff enough to live on?

    Most people are not paid enough to live on

    How we know this

    67% of people say they are paid below the Real Living Wage for where they live

    Based on information from 12 job reviews

    Why this matters

    Everyone should be paid enough to live on.

    The Real Living Wage is a voluntary rate employers can sign up to that is based on the real cost of living.

    The Real Living Wage is currently £9.50 per hour, and £10.85 per hour in London.

Good
  • Easy to take sick leave

    How easy is it for call and contact centre staff to take sick leave at Serco?

    Most people find it easy to take sick leave

    How we know this

    73% of people report that it’s easy to take time off if they are sick

    Based on information from 11 job reviews

  • People aren’t stressed

    Is it stressful for call and contact centre staff to work at Serco?

    Most people don’t feel stressed here

    How we know this

    50% of people say they often feel stressed at work

    Based on information from 10 job reviews

    Why this matters

    Work isn’t always easy, but if you’re frequently feel stressed, that’s not good.

    Your employer should support you with enough people and resources to get your job done without feeling overwhelmed.

  • No short notice shift changes

    Do Serco managers change call and contact centre staff shifts at short notice?

    Most managers don’t change people’s shifts at short notice

    How we know this

    70% of people say their manager doesn’t changes their shifts at the last minute

    Based on information from 10 job reviews

    Why this matters

    If your manager is often changing your shifts at short notice that’s a sign of poor planning. At a good job you won’t be messed around at the last minute.

  • Breaks are paid

    Do call and contact centre staff at Serco get paid breaks?

    Usually. Most people get paid breaks

    How we know this

    73% of people say they get paid breaks

    Based on information from 11 job reviews

    Why this matters

    A good job should have paid breaks.

    You should be paid for all your time at work, whether you’re on a break or not.

  • People recommend their team

    Do call and contact centre staff at Serco recommend working with their team?

    Most people recommend working with their team

    How we know this

    50% of people report that they would recommend working with their immediate team to a friend

    Based on information from 12 job reviews

    Why this matters

    A good job means enjoying the place where you work.

    The people you work with every day really matter. They can be the difference between a terrible day and a great one.

    If you’d recommend your team to a friend, this shows that something’s going right.

  • 4+ weeks notice of shifts

    How much notice do call and contact centre staff get of their shift pattern at Serco?

    Most people get 4 weeks notice of when they’re working

    How we know this

    • 33% report getting one week notice or less
    • 8% report getting two weeks notice
    • 8% report getting three weeks notice
    • 33% report getting four weeks notice or more
    • 17% report having a fixed rota

    Based on information from 12 job reviews

    Why this matters

    At a good job, you get plenty of notice about when you’re working.

    This makes it easy for you to plan the rest of life, as well as your finances, because you know how much you’ll be working and when.

  • Managers are respectful

    Do call and contact centre staff at Serco feel treated by respect by their managers?

    Most people feel treated with respect by their managers

    How we know this

    60% of people say they’re treated with respect by their managers

    Based on information from 10 job reviews

    Why this matters

    Everyone should get treated with respect by their managers. You shouldn’t feel discriminated against or bullied, and if you have a problem you should be able to speak to someone about it.

  • Well informed about head office

    Do call and contact centre staff feel well informed about how Serco is doing?

    Most people feel well informed about how the company is doing

    How we know this

    60% of people feel that they are kept well informed about how the company is doing as a whole

    Based on information from 10 job reviews

    Why this matters

    At a good job, there should be a supportive relationship between the people working on the frontline serving customers and the people who own the company or work in head office.

    You should be kept informed about how the company is doing as a whole, both in good times and when things get tough for the business.

Excellent
  • Easy to book holiday

    How easy is it for call and contact centre staff to book a holiday at Serco?

    People find it easy to book holidays

    How we know this

    75% of people report it’s easy to book holidays

    Based on information from 8 job reviews

    Why this matters

    A good job should let you take time off when you need it, and it shouldn’t be a nightmare to arrange.

  • People get proper breaks

    Do call and contact centre staff at Serco get proper breaks?

    People get proper breaks

    How we know this

    100% of people report that they get to take proper breaks

    Based on information from 11 job reviews

    Why this matters

    When you take a break it should be a proper rest. It should last the full duration and you shouldn’t get pulled off it.

  • No unpaid extra work

    Do call and contact centre staff at Serco do extra work that they don't get paid for?

    No. People don’t do unpaid extra work

    How we know this

    82% of people report that they don’t do extra unpaid work

    Based on information from 11 job reviews

    Why this matters

    Everyone should get paid for any extra work they do, even if it is outside your contracted hours. At a good job, you should be paid for all the time you spend at work.

  • People don’t worry about getting enough hours

    Do call and contact centre staff at Serco worry about hours?

    People don’t worry about getting enough hours

    How we know this

    89% of people report they don’t worry about getting enough hours

    Based on information from 9 job reviews

    Why this matters

    At a good job, you shouldn’t have to worry about getting enough hours each week.

    A good job should guarantee you a minimum number of hours in a contract, if you want it.

    This makes it easier to plan your finances, because you know how much you’ll be earning.

What employees are saying about Serco

  • Best thing

    It’s fairly secure through covid

    Worst thing

    Out of touch management, stress, have to get in early or there’s not enough time to do the job required, low pay, very cliquey, not respected and feel like a small pixel in a big picture.......

    4.9

    Employee, August 2021

  • Best thing

    Meeting new people(patients) cheering them up and having a clean ward

    Worst thing

    Working with masks on in the heat we are having just now. Cleaning a full ward on my own when we are short staffed.

    7.4

    Employee, July 2021

  • Best thing

    You learn about people, and you can see actually what's happening in the world

    Worst thing

    Not given you safety,like they say on the paperwork

    7.2

    Employee, July 2021

  • Best thing

    You get into your dustcart and get out of the yard and wont often hear from management unless you've made a mistake and once you settle with a crew its like an extension to your family we all look out for each other

    Worst thing

    Corruption in management
    Managers working with severe criminal records
    Unwilling to help you when you need it
    Management making decisions without consulting the crews who do the job every day and wont accept when it wont work

    4.5

    Refuse collector, November 2020