Customer Service Advisor Responsibilities and Qualifications
* The Customer Service Advisor will work within Lincolnshire County Council's Care & Wellbeing Hub, acting as the first point of contact for adults requiring support and advice.
* The role involves handling complex and sensitive enquiries via telephone and email, using a strength‑based approach to assess needs and provide appropriate guidance.
* This is a temporary 12‑week assignment based at Lancaster House, Lincoln, with potential for agile working once fully trained.
* Respond to incoming calls and emails from the public and professionals regarding Adult Care services.
* Use professional curiosity and call control to gather accurate information and determine appropriate outcomes.
* Record and update customer interactions accurately in internal systems.
* Identify safeguarding concerns and escalations according to procedures.
* Support customers in accessing services such as the Lincolnshire Carer Service and Wellbeing Service.
* Maintain high levels of customer service in line with council standards.
* Participate in training and ongoing professional development.
* Experience in a busy customer service or call centre environment.
* Excellent communication and interpersonal skills.
* Strong typing and IT skills, including accurate data entry while managing calls.
* Ability to handle sensitive and emotive situations with professionalism.
* Knowledge or experience in social care is desirable but not essential.
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