Customer Services

Our Customer Service offer provides scale, flexibility and access to the latest digital services for our customers. We believe what makes us unique is our sole focus on the Public Sector. We understand the culture of public service delivery and the obligations on us as a trusted partner to government.

We provide Customer Services to a wide range of departments and organisations across the UK Public and Charitable Sectors. We pride ourselves on delivering high quality services, often supporting some of the most vulnerable people in our society. We always ensure that your customer and their needs are at the heart of our interactions, with highly trained and motivated staff to ensure contact is both positive and resolves the problem or query.

As a business we continue to embrace and implement digital technologies to provide our customers with access to technology and capability to support digital strategies. Working with partners including Vodafone and Microsoft we provide access to a full omni-channel platform to support the transformation of contact services. We combine this with our approach to user centred, service design which ensures that we create and deploy contact services that are optimised for end users and matched to achieving the outcomes for our customers.

With around 2,000 seats across the UK, we can provide genuine scale and operational flexibility. Our Customer Services centres offer 24x7x365 capability and we also provide services directly from customer locations where this is required. Our operational model enables us to rapidly deploy new services, ensuring strong value for money for our customers, with flexibility to change and transform these as needed through the life of a contract.

We work closely with the Crown Commercial Service through the RM3815 Contact Centre framework to deliver these services to our customers.

Key Facts

  • We have transitioned 100% of housing benefit claims online, using co-design with community groups to promote and support adoption of the digital service for a unitary authority
  • We have used behavioural insight to integrate a mix of voice and non-voice channels, promoting digital services to account for 70% of all contacts for a central government agency
  • We have redesigned business processes and created segmentation strategies to increase collection yields eightfold for a central government agency
  • Insight-led redesign of social care processes has allowed Serco to resolve over 70% of calls at the first point of contact either via the web or in the contact centre, saving £2.5m per annum for a county council