Customer Service Advisor
Lincolnshire County Council
Part time - 25 hours per week
Salary - £24,559.00 pro rata plus Serco Benefits.
Main Purpose:
To understand the needs of unpaid carers, provide information, advice, and guidance, and make appropriate onward referrals to support carers in maintaining their unpaid caring roles.
To provide administrative support to the service.
Accountabilities:
1. Provide an exceptional customer service experience to all Carers contacting the Customer Service Centre via Telephone, Email, E-referrals, or Chat.
2. Ensure all contacts are handled proportionately and in accordance with relevant legislation, policies, and procedures (e.g., the Care Act and safeguarding), keeping up to date with legislative changes.
3. Gather required information empathetically and accurately through effective call control and a strength-based methodology, recording details on IT systems.
4. Offer solutions and problem-solving support to customers using a strength-based approach.
5. Provide relevant information and guidance to help Carers maintain their unpaid caring roles while preserving their own quality of life.
6. Identify needs for and produce or update Carers Emergency Response Plans.
7. Conduct follow-up calls to confirm the effectiveness of advice and support provided, and to achieve appropriate outcomes.
8. Handle all customers courteously, fairly, and without prejudice, including liaising with third-party organizations to support non-English speaking customers.
9. Collaborate with other professionals to determine the most appropriate next steps for each customer.
10. Prioritize urgent contacts and respond promptly.
11. Keep knowledge current through the provided knowledge base and complete mandatory and service-specific training timely.
12. Contribute to or suggest amendments for the knowledge base content.
13. Build and maintain relationships with colleagues, clients, professionals, and third-party organizations, promoting a culture of support and continuous improvement.
14. Respond flexibly to change and adapt to all work aspects.
15. Strive to meet individual and team objectives and KPI targets.
16. Adhere to the Customer Service Centre's PCI data security standards and protocols.
17. Perform any other reasonable duties related to the role or similar positions within the service.
Requirements:
* English and maths GCSE or equivalent, or proven literacy and numeracy skills.
* Excellent verbal and written communication skills.
* Ability to talk and type effectively.
* Experience in face-to-face or telephone customer service.
* Experience in an administrative role.
* Proficiency in Microsoft Office applications: Word, Excel, Outlook.
* Experience or understanding of social care work is desirable.
* Experience in a public service environment is desirable.
What We Offer:
* Salary: Competitive with annual reviews.
* Pension: Up to 6% contributory scheme.
* Holidays: 25 days' annual leave plus bank holidays.
* Training & Development: Extensive learning opportunities, funding for qualifications, mentoring, and internal progression.
* Wellbeing: Employee Assistance Program, healthline, wellbeing app, healthcare cash plans, discounts, and leisure centre benefits.
* Discounts: Savings at around 1,000 retailers.
* ShareSave Scheme: Save regularly and buy shares at a discount.
* Employee Networks: Supportive networks for colleagues.
* Charity and Volunteering: Paid volunteering days and charitable donations through Payroll Giving.
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