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Customer Service Advisor - Adult Social Care

Organisation:Leicestershire County Council 

Working Hours: Full Time , Hours per week - 37 

Salary:£20,496 

Appointment Type:Permanent 

Location:Customer Service Centre, 1st Floor Eastern Annexe, County Hall, Glenfield, Leicestershire, LE3 8ST 

Reference:CR1333 

Closing date:07 February 2022 at midnight 


We have exciting opportunities to join Leicestershire County Council as a Customer Service Advisor handling Adult Social Care enquiries within our busy Customer Service Contact Centre team. 
      
The Customer Service department is the first point of contact for Adult Social Care and our advisors play a crucial and fundamental role in advising, guiding and supporting service users. 
       
This role is to handle a variety of complex and emotive enquiries for Adult Social Care via inbound / outbound calls and emails within our busy contact centre. A typical day would include handling high call volumes and managing risk appropriately and effectively within your own caseload.
      
This role is both demanding and challenging so high levels of resilience is essential. We are looking for individuals that can multi-task, pay attention to detail and make sound decisions in identifying risk. You will also be able to work at pace and ideally have relevant experience in Adult Social Care.
     
We are looking for team players with excellent Customer service skills, well developed listening skills and information gathering techniques. You’ll have experience of handling high volumes of calls and emails. You’re easily able to build rapport, take and record accurate customer information into relevant systems.
      
You’ll be expected to achieve all the performance standards you’d anticipate working in a busy fast-paced Contact Centre team. The role is initially based from County Hall in Glenfield and after training will be a combination of office and home working.  You will need to be a highly motivated self-disciplined individual and have a suitable home environment to work from. The ideal candidate will be able to work using their own initiative within strict guidelines and parameters.
      
There are opportunities for both full and part time positions;
Full time positions are 37 hours per week working 8 hours a day anytime between 8:30am-5:30pm Mon-Thurs and 8:30am-5pm on Fridays. 
Part time hours can be discussed on an individual basis.
      
Successful candidates are required to attend a 6 - 8 week induction programme on a full-time basis between 9am-5pm Mon-Fri (37 hours per week) which will be based at County Hall in Glenfield, Leics.
      
Working within the Customer Service team will give you the opportunity to improve the lives and well-being of the people in Leicestershire. We are committed to ensure you receive the right training and on-the-job support to enable you to fulfil your role to the best of your ability.
   
ESSENTIAL REQUIREMENTS: You must be able to fully demonstrate these essential requirements within your application.
  • Experience of handling a high volume of customer enquiries via calls and emails
  • Excellent verbal and written communication
  • Be able to effectively identify risk, manage and escalate appropriately ensuring the best outcome for the customer
  • To take ownership and responsibility for the query and provide the correct resolution.
  • To accurately record sufficient relevant customer information to enable appropriate decisions to be made
  • To manage and effectively prioritise own caseloads ensuring all queries and cases are managed within specified timescales 
      

Assessments will be taking place on the 28/01/2022 and 2/2/2022 with a start date of 28/02/2022.
   
The advert will close once all vacancies have been filled. 
        
    
Please see the Job Description / Person Specification which are attached further down on this page.
     
For informal enquires please email Tracy Houston, Tracy.Houston@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 underrepresented within our workforce.
       
If you have any technical issues completing your application form please contact escservicedesk@emss.org.uk


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