* Suffolk County Council - Beacon House, Ipswich, Suffolk IP1 5PB / Hybrid
* £27,711 per annum (pro rata)
* 26 hours per week, Flexible working options available
* Permanent
An exciting opportunity has arisen to join the Suffolk County Council (SCC) Emergency Duty Service (Out of Hours Team) as an Emergency Duty Service Coordinator. This role can be worked from home with the requirement to be in the office for training and team meetings at Beacon House, Ipswich.
* Would you like to work in an incredibly varied, challenging and rewarding role?
* Are you passionate about making a positive difference to the lives of children and adults in Suffolk?
Your role and responsibilities
You'll be the first point of contact for social care enquiries relating to Suffolk residents, including Adult Services, Children and Young People's services, and Mental Health referrals. There are various contact channels which you will be expected to manage (telephone and email) and multi-task while providing exceptional customer service.
You will be responsible for dealing with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals, and the post holder will be expected to use their skills and knowledge to support customers to achieve the best outcome, in line with Suffolk's organisational values, drivers, and operating models.
If successful, you will be responsible for a seamless transition between day and night services enabling the Council to fulfil its statutory duties to vulnerable adults, children, and families.
This is a great opportunity for anyone wanting to gain experience within Social Care, with the opportunity to develop knowledge and support those in the community.
You will:
* Act as the first port of call for the public for enquiries relating to children and families, vulnerable adults, and mental health concerns
* Communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care
* Maintain effective use of customer information systems and databases to ensure high quality and accurate recording and data quality
* Work quickly and effectively to ensure information is passed to the appropriate team or worker as soon as possible.
You will need:
* A good level of literacy and numeracy skills
* Relevant computer literacy (Explorer, Chrome, Word, Excel, Outlook)
* Excellent customer service skills.
You can view a full list of requirements in the Job and Person Profile (docx). If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.
The team
The Emergency Duty Service is an out of hours service that works as a team to support one another, ensuring a high standard service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities.
We will offer an in-depth training plan, both online and face-to-face. You will be supported by a mentor throughout the start of employment as well as your direct line manager.
Out of hours shifts
The Emergency Duty Service includes shifts that cover evenings, weekends, and overnights. Your availability or preference for specific shifts can be discussed at interview.
Monday - Thursday:
17:00 - 22:00
17:30 - 23:00
23:00 - 08:00 (overnight, 20% additional pay for hours 12am - 6am)
Friday:
16:00 - 22:00
22:00 - 07:00 (overnight, 20% additional pay for hours 12am - 6am)
Saturday / Sunday:
07:00 - 12:00
08:00 - 13:00
12:00 - 18:00
13:00 - 18:00
18:00 - 22:00
22:00 - 07:00 (overnight, 20% additional pay for hours 12am - 6am)
Shifts worked on bank holidays will receive an enhanced rate.
Training
The ideal training environment is 1 to 1, office-based training; therefore, you would be expected to complete a mixture of training shifts both office and home-based. Training can be offered over a mixture of daytime, evening, overnight, and weekend shifts; however, there is flexibility based on your availability.
Once training is complete, the role is hybrid with the expectation of coming into the office base for occasional shifts, training, and team meetings.
Empowering Everyone
We're big believers in potential, possibility, and the power of different ideas. We're always searching for ways to encourage, respect, and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation.
For more information
Please contact Kelvin Padmore for a casual conversation. You can reach them by either calling 01473 263140 or emailing kelvin.padmore@suffolk.gov.uk
How to apply
Step 1: Read the advert and the Job and Person Profile (docx)
Step 2: Click 'Apply Now' to start your online application.
Step 3: Upload a supporting statement answering the following questions (no more than 400 words per question):
1. What skills and qualities do you feel you have that will make you successful at this role?
2. What does good Customer Service look like to you and can you provide an example of a time you have provided good customer service?
3. Can you think of a time where you have had to deal with a difficult or stressful situation, how did you handle this and what was the outcome?
Step 4: Upload a CV (without name and personal details).
Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.
We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We encourage you to present your own work and ideas throughout the application process.
If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing recruitment@suffolk.gov.uk or calling 03456 014412. If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process.
Closing date: 11.30 pm 23 April 2025.
Interview date: 29 and 30 April 2025.
This authority is committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts.
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