TMO Customer Service Advisor

Customer Service Advisor – AMC RAF Croughton

Location: RAF Croughton

Salary: £28300 plus benefits

Schedule: Perm/ FT/39hours

Serco is looking for a Customer Service Advisor to join the team. You'll support the efficient operation of traffic management activities, ensuring the effective use of military and commercial transportation to move personal property. This includes classifying and arranging personal property for shipment or storage, arranging official air travel, completing customs pre-clearance inspections, and carrying out quality inspections to ensure movers comply with service requirements.

What You'll Do As A Customer Service Advisor

• Report directly to and assist the TMO Supervisor with all TMO-related matters in support of the contract
• Plan and organise outbound and inbound personal property moves to worldwide locations
• Prepare shipment applications, counselling forms, and applicable customs documents
• Counsel personnel and eligible dependents on personal property movements and customs requirements
• Review official travel orders and determine transportation entitlements
• Assist customers with arranging the movement of privately owned vehicles and advise on preparation requirements prior to shipment
• Use computer systems to set up outbound pick-ups and inbound delivery dates
• Perform agriculture inspections at customers' residences prior to pick-up to ensure shipments are clean and pest-free
• Conduct Quality Assurance inspections at customers' residences or by phone to ensure moving companies meet tender of service requirements
• Carry out semi-annual warehouse inspections to ensure compliance with security, fire prevention, and storage suitability standards
• Complete monthly agriculture inspections of moving company warehouses for shipments destined for the United States
• Operate a left-hand drive sedan to carry out inspections across local areas.
• Prepare, maintain, and issue travel documents, including processing pay adjustment forms when excess costs apply
• Provide after-hours emergency travel standby support, arranging flights and issuing travel documents through a 24-hour commercial travel office
• Maintain passenger travel files
• Support outbound and inbound cargo movements and produce customs forms where required
• Liaise with third-party carriers for the commercial transportation of personal property
• Support the TMO Supervisor with additional tasks required within the AMC contract

Does this sound like you?

• Hold a full clean driving licence
• Hold or be able to achieve Security Check (SC) clearance
• Communicate clearly and professionally with customers and colleagues
• Enjoy working collaboratively as part of a team
• Bring strong administrative and organisational skills
• Are computer literate and confident learning new systems

This role requires Baseline Personnel Security Standard (BPSS) clearance, which involves verifying your identity, employment history, nationality, and criminal record to meet government security standards. In addition, depending on the nature of the role, you may need to obtain formal Security Clearance (such as CTC or SC), which includes more detailed background checks on employment, criminal record, and financial history to ensure suitability for working in secure environments. Please note that UK residency requirements may apply for certain levels of clearance. You will also complete an Occupational Health Questionnaire so we can identify and provide any support you may need to undertake the role effectively.

What We Offer

Salary: Competitive salaries with annual reviews

Pension: Up to 6 percent contributory pension scheme

Holidays: 25 days annual leave

Training and development: Access to over 1,100 internal courses, funding for qualifications and apprenticeships, mentoring, and strong internal progression opportunities

Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans, and 30 percent off at Serco-managed leisure centres

Discounts: Savings across around 1,000 retailers, covering food, clothing, entertainment, travel, and days out

Employee networks: Dedicated networks that support connection, inclusion, and shared learning across the business

Charity: One paid volunteering day each year and the option to donate to chosen charities tax-free through the Payroll Giving Scheme.

Let's impact a better future, together. Apply today.