Intern: Call Centre Operator

Job Introduction

At Serco, not only is the nature of the work we do important, everyone has an important role to play! Globally, we are a team of 50,000 people responsible for delivering essential public services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

In cooperation with the Directorate-General for Communication, we manage the European Commission’s switchboard.

Thanks to our dynamic team of Call Centre Operators, we see to it that all departments of the European Commission and local offices (in and outside of the EU) are interconnected and can be contacted by the public. We provide this service in English, French, German and Dutch

Role Responsibility

Call Centre Operators, supported by a comprehensive training programme will deliver the day to day activities related to the European Commission’s switchboard. 

• Answering  incoming queries and requests by telephone and per e-mail (including fax) on the standard European Commission Functional Mailbox (FMB)

• Handle and redirect all external calls to the relevant officials

•  Adhere to Call Handling procedures agreed with the European Commission

• Adhere to Administrative requirements agreed with European Commission

• Respect SLA requirements on Call, presence and interaction handling

• Respect Serco and EC code of Conduct, GDPR regulations and EMAS guidelines

• Support the Senior Call Centre Operator in day-to-day tasks

• Support the  Service Delivery Manager in absence of Senior Call Centre Operator

Successful Candidate

To reinforce our team at one of our prestigious customers in Brussels, Belgium we are looking for motivated Call Centre Operators who;

• Are punctual and autonomous

• Team player

• Have a talent for problem solving, 

• Have multi-tasking skills

• Have a fluent level of French and English and at least one other European language out of the list of four provided (EN / FR / DE / NL) to C2 level.

• Proven experience in customer service of minimum 2 years

• Stress resilient

• Excellent written and verbal communication skills

• MS Office competency: MS Word & Excel

Language requirements
The service is provided in English, French, German and Dutch.
As Call Centre Operator must cover at least English and 2 other languages listed above at a C2 level.

------------

Important

Any offer of employment is contingent upon you providing documents to verify your identity and employment eligibility, as required by law.

Applicants are reminded that they will be requested to produce such documentation during the recruitment process.

Please contact a member of the recruitment team if you require further details of acceptable types of documentation required for verification of identity and work authorization. 

Data Protection:

When creating a profile on the Serco Career Centre you agreed to the Data Protection policy, a copy is available upon request.

You may submit a written request revoking your consent to this agreement at any time.

Package Description

Initially you will experience a number of workplace sessions and technical training, these focus on workplace skills including: teamwork, communication and commercial awareness.

Along with an induction to Communi-K, you will also gain an in depth understanding of the Commission switchboard & DG Comm.

We also operate a ‘Buddy’ system which means that from the first day you will assigned to an experienced Call Centre Operator who will help you settle in and  introduce you to your colleagues and ensure you are trained and capable of providing contractual support to the existing team of Call Centre Operators in the future.

Your progress will also be overseen by the Service Delivery Manager and on-site Trainer who will meet with you on your first day in the office to set your objectives and continuously monitor your progress over the three month term, they will also be responsible for your final review process.

• Being a member of a highly motivated team providing information to the citizens of the European Union.

• Through an extensive training program, you will provide answers to a multitude of questions around the functionalities of the European Commission and different projects presented to the public by the European Commission and other agencies. (European Commission, EEAS, Publications Office)

• A monthly remuneration of 300 euros

• Researching interesting topics and providing quality answers in multiple languages

• Professional training & coaching

• Fixed working hours and a large, open workplace at the European quarter in Brussels

• Regular team events and fresh fruit delivery.

About the Company

Serco is one of the world’s largest providers of public services to Governments employing over 50,000 people in over 20 countries In Belgium and Luxembourg we work closely with the European Institutions providing crucial Services with over 220 staff members.

The services we provide are often of critical importance to the communities and nations we serve, Providing public services is one of the most satisfying and rewarding careers you can have, you have an ability to make a real positive difference to people’s lives and to your community and country.

As a business which delivers “front-line” public services, employing tens of thousands of people, we are constantly developing and promoting people; our need for skilled professionals is insatiable and few companies can offer as many opportunities for individuals to grow their careers

What connects the ever growing Serco workforce is a passion for delivering great service – To keep ahead we have to constantly evolve and enhance the way we deliver our services and everyone in Serco has a role to play here.

Serco provide the right environment to encourage ideas and a comprehensive Best Practice support network that enables them to put their ideas into action.

If you share our values then join with over 50,000 colleagues globally who are equally as passionate about delivering great service as you

A career with Serco offers the chance to work with both inspirational people and innovative contracts, in a dynamic and exciting environment.

We have a mandate to execute brilliantly and our people lead and inspire based on our core values, Trust, Care, Pride and Innovation.

Take pride in what you do.

Serco European Agencies