Description The Service & Team: The Cornwall Home Solutions Service provides specialist disabled adaptation support to disabled residents within Cornwall. The service delivers an important service supporting disabled people in maintaining their independence by adapting their homes to meet their needs and minimise risks. The Customer Services and Triage Team is one of the teams within the Cornwall Home Solutions Service, this team is responsible for managing all initial service enquiries, processing application requests and managing adaptation support for customers. The Role: Team Support Officers participate in a weekly rota that covers service priorities but are also required to independently work on support cases and delegated projects. This is a customer facing role which means that a large percentage of the time will be spent talking with customers on the telephone, dealing with queries, resolving concerns and actioning requests. Post holders will be triaging application requests by assessing customers eligibility for funding and services. The eligibility assessment includes using a specialist database to undertake financial assessments on customers, this will require the post holder to discuss and ask sensitive questions on personal and family finances. All Team Support Officers hold a small number of low-level support cases which they manage independently, support and guidance is available if and when required. There are a number of administration tasks that Team Support Officers share, there are also specialist tasks and projects that are delegated to each Team Support Officer to lead on. This is a public/customer-facing role, where the statutory English language requirement for public sector workers applies. This position will be subject to a *basic/standard/enhanced criminal record disclosure check. Working Pattern: 37 hours per week 9am to 5pm Monday to Friday What you’ll need to succeed: Applicants will ideally be educated to NVQ level 3 but applications from applicants with 4 GCSEs (A-C), or equivalent, including English and Maths, will also be considered if they have relevant experience. You will have good communication skills, be supportive and empathetic, especially when working with vulnerable customers. You need to be good with numbers and be able to understand financial information. You will need have strong organisation skills, be proactive and be able to work independently managing your own varied caseload. You must be computer literate and be competent is the use of outlook, word and excel and have experience of working with data bases and/or case manager systems. The successful applicant will enjoy the challenge of working within a busy team environment, display flexibility and produce good quality, accurate outputs, while often working to deadlines. What you’ll get in return: Cornwall Council’s ambition is to be an employer of choice, a high performing Council and a learning organisation. We commit to providing a reward and benefits package to attract, motivate and reward our employees. We offer a range of flexible working options to our staff. This helps provide our employees with a greater work/life balance. Whilst still ensuring that service needs are met. Our core employee rewards and benefits include: · a competitive salary. · a defined benefit pension scheme, based on your career average earnings. This includes the option for extra voluntary contributions · a generous annual leave entitlement with the potential to purchase additional leave. · A national award-winning employee health and wellbeing programme · Employee benefits scheme giving employees access to a wide range of discounts to local and national goods and services. Additional Information: Please note, we are unable to offer sponsorship for this role The full role profile is attached here We recommend saving a copy of this to refer to if you are invited to an interview. For more information or an informal chat about the role please contact josephine.winstone@cornwall.gov.uk Application Process Please attach a supporting statement to your application, you can add your Education & Qualifications details manually using the application form timeline or you can upload your CV. Remember to demonstrate why you are suitable against each of the points marked as ‘Application’ on the Role Profile using examples from your experience or transferable skills. This might be through qualifications or descriptive examples from your work / personal experience, which clearly illustrates what you did and the effect it had. Guidance on how to complete your application can be found here – The application process. Please note that applications cannot be edited after they have been submitted, please contact careers@cornwall.gov.uk if you have any queries or require assistance with your application. Existing employees must apply using their Cornwall Council email address through the Opportunity Marketplace on Oracle.