Customer Service Advisor
Start date: November 2024
Rate: £13.02 per hour
Hours: Full time, 37 hours per week
Location: West Midlands – Fixed office location
An opportunity has arisen with our client for two Customer Service Advisors to join their Adult Social Care Enquiry Team on a temporary basis.
This role is for 37 hours per week, and the service operates 9am to 5.30pm Monday to Thursday and 9am to 5pm on Fridays.
The post involves delivering an enhanced customer experience to people accessing Adult Social Care, promoting wellbeing to local people in their communities. The ideal candidate will have experience working within a busy Contact Centre environment.
Responsibilities:
* Delivering an enhanced customer experience to people accessing Adult Social Care, promoting wellbeing to local communities.
* Dealing with incoming calls and processing requests for services from customer enquiries across multiple channels.
* Acting as the first point of contact for Adult Social Care enquiries, identifying customer needs through excellent customer service.
* Undertaking initial assessments upon receipt of an enquiry to determine the most appropriate response.
* Resolving queries through advice and information; signposting customers to other agencies; referring to the appropriate team; arranging services; or assisting with self-assessment completion.
* Processing correspondence, assessments, and applications received and sent by Adult Social Care.
* Booking appointments for officers for telephone or face-to-face visits in line with agreed procedures and notifying customers.
* Undertaking market research in line with change management vision to improve service delivery and performance.
Requirements:
* Active listener with clear communication skills.
* Excellent IT skills, as the role requires the use of numerous systems and applications.
* Ability to offer a service focused on customer experience and care.
* GCSE English and Maths or an equivalent qualification.
* A standard DBS check is required for this role.
* Experience working within a busy Contact Centre environment (desirable).
If you are interested in the role, we would love to hear from you! Please apply to receive more information.
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