Customer Service Advisor - Adult Social Care

We have exciting opportunities to join Leicestershire County Council as a Customer Service Advisor handling Adult Social Care enquiries within our busy Customer Service Contact Centre team.

The Customer Service department is the first point of contact for Adult Social Care and our advisors play a crucial and fundamental role in advising, guiding and supporting service users.

This role is to handle a variety of complex and emotive enquiries for Adult Social Care via inbound / outbound calls and emails within our busy contact centre. A typical day would include handling high call volumes and managing risk appropriately and effectively within your own caseload.

This role is both demanding and challenging so high levels of resilience is essential. We are looking for individuals that can multi-task, pay attention to detail and make sound decisions in identifying risk. You will also be able to work at pace and ideally have relevant experience in Adult Social Care.

We are looking for team players with excellent Customer service skills, well developed listening skills and information gathering techniques. You’ll have experience of handling high volumes of calls and emails. You’re easily able to build rapport, take and record accurate customer information into relevant systems.

ESSENTIAL REQUIREMENTS:

• Experience of direct customer contact via the telephone
• Experience of managing risk and ensuring the best outcome for the customer
• Excellent written communication skills

You’ll be expected to achieve all the performance standards you’d anticipate working in a busy fast-paced Contact Centre team. The role is initially based from County Hall in Glenfield and after training will be a combination of office and home working. You will need to be a highly motivated self-disciplined individual and have a suitable home environment to work from. The ideal candidate will be able to work using their own initiative within strict guidelines and parameters.

Full time positions are 37 hours per week working 8 hours a day anytime between 8:30am-5:30pm Mon-Thurs and 8:30am-5pm on Fridays. Sometimes it is necessary to work later than these times dependant on the needs of the business so flexibility is required.

Successful candidates are required to attend a 6 - 8 week induction programme on a full-time basis between 9am-5pm Mon-Fri (37 hours per week) which will be based at County Hall in Glenfield, Leics.

Working within the Customer Service team will give you the opportunity to improve the lives and well-being of the people in Leicestershire. We are committed to ensure you receive the right training and on-the-job support to enable you to fulfil your role to the best of your ability.

Job Types: Full-time, Permanent

Salary: £22,782.00 per year

Benefits:

• Cycle to work scheme
• Free parking
• On-site parking

Schedule:

• Monday to Friday

Ability to commute/relocate:

• Leicester, LE3: reliably commute or plan to relocate before starting work (preferred)

Work Location: Hybrid remote in Leicester, LE3

Reference ID: CR1630