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Main Purpose:
To understand the needs of unpaid carers. To provide information, advice, and guidance and to make appropriate onward referrals to support carers to maintain their unpaid caring roles.
To provide an administrative function to support the service.
Accountabilities:
* Provide an exceptional customer service experience to all Carers that reach the Customer Service Centre, regardless of contact method (Telephone, Email, E-referrals, Chat).
* Using your knowledge and judgement, ensure all contacts are dealt with proportionately and in accordance with relevant legislation, policies and procedures (the Care Act / framework and safeguarding) and keep up to date with legislation changes as required.
* Through effective call control and a strength-based methodology, gather the required information showing empathy and understanding to the customers' concerns, whilst recording accurately on the appropriate IT systems.
* Provide solutions and problem solving for the customer using a strength-based approach.
* Provide relevant and accurate information and guidance to support the Carers to maintain their unpaid caring role whilst maintaining their own quality of life.
* Identify the need for and produce and update Carers Emergency Response Plans.
* Undertake follow-up calls to confirm information and advice provided has been successful and provide appropriate outcomes.
* Ensure all customers are dealt with courteously, fairly, and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking customers.
* Liaise with other professionals to identify the most appropriate next steps for the customer.
* Identify and prioritise urgent contacts and respond appropriately without delay.
* Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training including Mandatory and Service Area courses.
* Contribute to the creation of knowledge base content or identify where amendments are required.
* Build relationships with colleagues, clients, professionals, and 3rd party organisations as appropriate; demonstrate a willingness to share knowledge, offer support, and promote a culture of continuous improvement.
* Respond positively to change and take a flexible approach to all aspects of work.
* Strive to achieve individual and team objectives and KPI targets.
* Comply with the Customer Service Centre's PCI data security standards and protocols.
* The accountabilities contained within this Success Profile are not exhaustive and include any other reasonable duties which arise from the nature of the role within the service or in a comparable post in any of the Company's other services.
Requirements for the role:
* English and maths GCSE or equivalent or proven literacy and numeracy skills.
* Excellent verbal and written communication skills.
* The ability to talk and type.
* Experience in either a face-to-face or telephone customer service environment.
* Experience in an administrative role.
* Competent in Microsoft Office applications: Word, Excel, and Outlook.
* Experience of working within a social care function or demonstrates an understanding of and aptitude for this type of work is desirable.
* Experience of working in a public service environment is desirable.
What we offer:
* Salary: Competitive salaries with annual reviews.
* Pension: Up to 6% contributory pension scheme.
* Holidays: Days' annual leave plus bank holidays.
* Training and development: Wide range of learning opportunities, over 1,000 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
* Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, discounts at Serco-managed leisure centres.
* Discounts: Savings across around 1,000 retailers, from food and clothing to days out, entertainment, and travel.
* ShareSave scheme: Helps you save regularly with the option to buy Serco shares at a discount at the end of your savings period.
* Employee networks: Dedicated networks for support, sharing challenges, discussing ideas, networking, and community building.
* Charity: Support a charity or organisation with a paid volunteering day each year. Option to donate to your favourite charity tax-free through Payroll Giving Scheme.
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