ROLE DESCRIPTION – This role only requires 1 day per week in the office
To be the first point of contact for resident’s enquiries regarding Social Care enquiries. To deliver excellent service to residents contacting the Councils Social Care and Public Health services by telephone, web, email, and other channels, aiming to provide an efficient and accurate service. Customer Support Advisor will advise and provide support on a diverse range of services and partnership services resolving at the first point of contact wherever possible and ensuring council services interface seamlessly with other council office departments.
At LBHF our philosophy is to do things with residents, rather than to them. With this in mind you will identify where early intervention and preventative services can be provided at the first point of contact to reduce stress and anxiety to residents and advise them of the most suitable avenue of support, be that support services or financial or other means for them to remain independent in their income. You will pay a pivotal role in supporting residents to maintain their independence.
Your work will span all communication channels, telephone (both inbound and outbound), web, email, face to face, SMS, and written correspondence, and you will communicate with residents empathically and supportively across all these mediums. Using a dedicated digital platform, you will also update relevant IT systems recording the outcome of the enquiry and referral to the relevant teams within social care and other departments across the council or health and voluntary community sector organisations within the agreed service standards.
You will become multi skilled and rotate between different access channels, contributing to the team’s performance KPI’s and statutory care act obligations.
This role will be the first point of contact for all resident enquiries and Customer Support Advisors will aim to maximize successful first-time contact resolution for all residents, whilst providing individual sign posting based in the resident circumstances.
ABOUT THE ROLE
You will need to:
Key responsibilities will include several of the following, depending on skills and experience:
1. To act as the first point of contact, providing initial advice to residents regarding the inyear rent increase and resolving directly the most frequent service requests by telephone, email, web, and other social media channels.
2. Where appropriate signpost residents to the most suitable support service within the council, health and voluntary community sectors and financial support depending on their circumstances (Direct Payments, Housing Benefit for Discretionary Housing Payments or for Housing Support Payments).
3. To capture accurate and detailed information to pass to the social care team within community connect or other council departments where a complex enquiry is made.
4. To access and record actions on the council’s CRM and Mosaic database systems relevant information and services, for example, completing contact forms, contact assessment to establish prevention and early intervention needs or other wrap around support service e.g. food bank referral, older person digital inclusion training, befriending service, welfare check calls.
5. To capture and update relevant customer information in CRM and Mosaic systems.
6. Where a resident makes you aware they are on package of care plan, or direct payment plan you will deal with their enquiry at first point of contact sign posting or making the relevant referral to specialist team within social care and update systems accordingly on advice given and action taken to manage resident expectations.
7. Where hardship is identified make referrals to the Welfare Benefit Team for income maximisation or to voluntary community sectors e.g. citizen advice, age concern, crosslight or other financial debt advice organisations.
8. Encourage and promote direct payments to residents to sign up to remain independent and choosing their own carers to support their care needs.
9. To work in a performance management driven culture with SMART objectives linked to the overall key performance indicators, customer satisfaction and first contact resolution targets.
10. To act as an ambassador for excellent customer service standards taking ownership for resolving each customer enquiry.
11. To act as positive role model for other staff members, and convey the LBHF standards and values at all times.
12. To quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience.
13. To work flexibly and cover shifts when required to ensure service is consistently delivered for all the hours of operation (8am – 6pm Monday to Friday).
14. Ensure your actions and decisions align with the Council’s declaration of a climate and ecological emergency.
ABOUT YOU
Knowledge & Skills:
1. Demonstrate an understanding of and commitment to Council policies in relation to Equal Opportunity, Customer Care and service delivery, and the ability to implement these policies in the workplace.
2. Experience of working in a customer facing role.
3. Excellent customer care across various communication channels.
4. Experience of working with vulnerable residents.
5. Effectively able to plan own time.
6. Must be able to work shift patterns.
7. Accurate record information on bespoke IT systems.
8. Able to sensitively have difficult conversations with residents.
9. Awareness of support available based on circumstances of the resident.
10. Experience of developing and maintaining relationships with council departments and external voluntary community partners to deliver positive outcomes for residents.
11. Good people skills and a desire to make a difference to the lives of vulnerable residents in the borough.
12. Ability to work across multiple teams and respond to emerging issues.
13. A flexible and adaptable approach, to respond to shifting priorities and a rapidly evolving external environment.
14. Can work in ambiguous situations, demonstrates resilience, readily adapts to change, and exhibits personal growth.
15. Good organisational skills, to track priorities, work to deadlines and manage projects.
16. Excellent IT skills in Word, Excel, PowerPoint, Power BI effective analysis skills (including quantitative and qualitative), using an evidence base approach.
17. Good written and verbal communication skills, to absorb complex information and present information in reports or power point to different audiences in a clear and accessible way.
18. Good interpersonal skills, to work and build relationships with a range of people holding different views.
19. The ability to understand diverse perspectives and to be able to successfully influence and negotiate.
20. Commitment and passion for delivering excellent customer service to improve the lives of residents to maintain independent living.
If you are interested in this role please do reach out to me via email or telephone!
amberrayment@carringtonblakerecruitment.com
020 753 766 07
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