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First Contact Plus Advisor

Organisation:Leicestershire County Council 

Working Hours: Part Time , Hours per week - 18.5 

Salary:£19,947 - Pro-Rata 

Appointment Type:Permanent 

Location:County Hall, Groby Road, Glenfield, Leicestershire, LE3 8TB 

Reference:PH0164 

Closing date:14 August 2020 at midnight 


Salary Range: £19,947 - £21,168
             
The post holder’s key role is to undertake telephone triage of referrals which come into the service. The aim is to provide information, advice, signposting and/or make referrals to multi-agency partners.
   
To receive phone calls from members of the public in relation several service pathways and to deal with calls efficiently and effectively. 
 
Assistance will need to be given to the Referral & Pathway Manager as required and this may include; supplying of relevant case studies; performance data; assistance with publicity/training events.
 
In order to ensure the future success of the service, it is vital that the post holder is committed to the following:
  • Providing the best possible quality of service for customers
  • Co-operation with and support for customers, managers and colleagues at all levels, ensuring that this is a priority
  • Flexible in taking on additional tasks
  • Willing to offer help and support to team members and others, including training where appropriate
 
ESSENTIAL REQUIREMENTS:
 
  • NVQ2 in Business Administration or equivalent relevant qualification 
  • or Relevant Customer Service experience
  • Experience of liaising with customers /clients using a variety of methods
  • Demonstrating excellent customer care
  • Working in a customer facing environment or people orientated role
  • Experience of accurately capturing, storing and retrieving information to meet organisational and customer needs
  • Excellent communication skills, both written and verbal
  • Well developed listening skills with the ability to take in a broad range of information
  • Able to capture, store and accurately retrieve information to meet customer needs
  • Computer literate – MS Office, databases
  • Able to adapt to dealing with all kinds of customers in order to assist them adequately
  • Tactful and diplomatic and able to deal skilfully with difficult customers
  • Ability to work as part of a team and to work with colleagues effectively
  • An understanding of, and commitment to Equal Opportunities, and the ability to apply this to all situations.
 
Please see the Job Description / Person Specification which are attached further down on this page.
 
For informal enquires please contact Danny Saines, Tel: 0116 305 2477 Email: danny.saines@leics.gov.uk 
     
We particularly welcome applicants from black, minority, ethnic (BME) communities, disabled people and lesbian, gay, bisexual and trans (LGBT) communities, as they are currently under represented within our workforce.
     
For further information about working for Leicestershire County Council, please click here.
         
If you have any technical issues completing your application form please contact escservicedesk@emss.org.uk


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