3 month contract role with a Local Authority
Job Summary:
• Provide front-line support within Adult Social Care as part of the Initial Contact (Front Door) team, acting as the first point of contact for service users, carers and professionals.
• Deliver high-quality triage, information and signposting, ensuring enquiries are handled efficiently and in line with statutory requirements under the Care Act 2014.
• Work in a fast-paced environment, managing high volumes of contact while maintaining accuracy, professionalism and empathy.
Key Duties/Accountabilities (Sample):
• Act as the first point of contact for Adult Social Care enquiries via telephone and digital channels.
• Handle a high volume of calls, providing advice, information and signposting to appropriate services.
• Accurately record all interactions and referrals on Liquidlogic (LAS) within required timescales.
• Triage incoming referrals and requests, ensuring appropriate prioritisation and escalation where necessary.
• Apply working knowledge of the Care Act 2014 to support decision-making and eligibility considerations.
• Liaise with internal teams and external partners to ensure a coordinated and effective response.
• Maintain accurate and up-to-date records, ensuring data quality and compliance with policies and procedures.
• Work collaboratively within the front door team, contributing to service delivery and performance targets.
• Manage sensitive and potentially challenging conversations with professionalism and empathy.
• Support the continuous improvement of processes within the newly established front hub.
Skills/Experience:
• Previous experience working within a local authority Adult Social Care setting (essential).
• Strong experience in a front-line / contact centre / customer service role, ideally within social care.
• Proficient in using Liquidlogic (LAS) (essential).
Working knowledge of the Care Act 2014 and Adult Social Care processes.
• Excellent telephone and communication skills, with the ability to handle sensitive situations.
• Proven ability to work effectively in a fast-paced, high-pressure environment.
• Strong organisational skills with the ability to manage multiple tasks and priorities.
• High level of accuracy and attention to detail in data entry and record keeping.
• Ability to work both independently and as part of a team.
• Strong interpersonal skills with a collaborative and proactive approach.
Additional Information:
• Bi-Weekly Payments.
• Location: Churchill Court, Bromley.
• Working Pattern: Hybrid (2 days office / 3 days remote – TBC).
• Contract: Temporary (12 weeks).
• Hours: 36 per week.
• Pay Rate: Umbrella: £131.70 per day.