Specialist Customer Service Adviser

Posted 7 March by Fusion People Ltd Ending soon
This role for a Specialist Customer Service Adviser has been released on a temporary basis for 3 months initially

Interviews to take place w/c 19th March 2018

The Social & Health Care (S&HC) team provides the front door to Social and Community Services, primarily taking calls from members of the public and professionals. They provide information about services available, signpost to alternative organisations where appropriate, complete documentation and update systems to a high standard in a consistent and efficient manner. You will be trained to deal with a variety of calls and contacts in the S&HC team.

Main Duties:

* Completion of background information and contact assessment reports to refer clients to both social and health care services (including LD teams).
* Completion of safeguarding referrals / alerts.
* Completion and processing of Carers Assessments and associated paper work including support plans.
* Signposting of callers to a relevant or more appropriate service
* Resolving issues and communicating with dissatisfied or angry customers; liaising with complaints team as necessary.
* Escalation of contact where a more complex need emerges that is outside the advisor's limits of responsibility or experience to a more appropriate subject matter expert or professional.
* Assess client's basic level equipment needs and under supervision of an appropriately trained professional or trusted assessor order low level pieces of equipment at point of contact.
* Prioritise and place clients on the Social and Community Services allocation list to be seen by a worker from one of the Adult Social Care Locality Teams under the supervision of an appropriately trained professional or trusted assessor.
* To ensure that all enquiries are checked and updated on the appropriate systems in line with Social & Community Services policies and procedures. Ensuring that all associated or involved teams / workers are kept informed as appropriate.
* To maintain client confidentiality and adhere to the Data Protection Act and all other Oxfordshire County Council information governance policies as appropriate.
* To promote and maintain good, professional working relationships with Social and Community Services staff, other professionals, partner organisations, carers and service providers.
* To become a subject matter expert in one or more complex process/procedures and responsible for ensuring that training material, process/procedures and knowledge base are up to date.
* Attend team meetings, participate in team discussions and represent the CSC with

You should match the following criteria:

* Proven track record of delivering excellent customer service using a customer focused approach.
* Effective active listening and verbal communication skills with a wide range of people and the ability to deal empathetically with difficult or upsetting conversations whilst remaining professional and resilient.
* Ability to produce written reports to a high standard.
* Demonstrated ability with regard to computer skills, including excellent word processing capabilities, proficiency with e-mail and internet applications, data base applications and experience using programs such as MS Word, and outlook.
* Ability to operate with integrity showing an openness to learn from feedback and recognise where you need to change, improve or stop doing things.
* Genuine interest and desire to help others (both customers and colleagues) and an understanding and empathy towards the needs of others.

Please send your most updated CV to Grant Wilson by clicking apply now.

Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business.

You'll find a wide selection of vacancies on our website.

Reference: 34629987

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