Job title: Customer Service Advisor - Care &Wellbeing Hub (Carers) G2 Job Category: Admin & Clerical Location: 36 Orchard Street, Lincoln, Lincolnshire, LN1 1XX, Lincolnshire County Council Hours Per Week: 37 Pay: £12.79 per hour The Lincolnshire Carers Service provides information, advice and support to unpaid carers across Lincolnshire. Support can take many forms including in relation to accessing support groups, employment and volunteering opportunities, Benefits and grants, emergency planning, Statutory Carers Assessments This is an office-based role with hours of 9-5 Mon to Thurs and 9-4.30 Fri What training will I be given? You will be given a full Induction and then move onto Main duties & responsibilities • 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 (e.g., 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 carers concerns, whilst recording accurately on the appropriate IT systems • Providing solutions and problem solving for the carer using a strength-based approach • Provide relevant and accurate information and guidance to support the Carers to maintain their unpaid caring role whilst balancing their own quality of life • Identification of need for and production and updating of Carers Emergency Response Plans • Undertake follow up calls to confirm information and advice provided has been successful and provide appropriate outcomes • Ensure all carers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking carers. • Liaise with other professionals to identify the most appropriate next steps for the carer • Identify and prioritise urgent contacts and respond appropriately without delay • To provide an administrative function to support the service • 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 • Actively identifies where amendments are required to the Knowledge base and notifies a Specialist, Officer or Team Leader • Build relationships with colleagues, clients, professionals, and 3rd party organisations as appropriate; demonstrating a willingness to readily 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 targets • Comply to the Customer Service Centre's PCI data security standards and protocols • The accountabilities contained within this Job Description 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 Authorities other services