Customer Service Advisor needed in Lincoln, £12.79ph PAYE - Reference: OR104369

Support can take many forms including in relation to accessing support groups, employment and volunteering opportunities, Benefits and grants, emergency planning, Statutory Carers Assessments

• 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

This is a full time role on a temporary basis.

If you are interested in the role please apply on our website with your CV, alternatively you can email your CV to [email protected] quoting the reference number.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please be prepared.

Due to high volumes of CVs received we are not able to respond to all unsuccessful applications. You will always however hear from us by phone if we are able to take your CV forward to the next stage.

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