Is working in a busy and varied environment something you enjoy?
We have registered an opportunity for an enthusiastic and dedicated Customer Service Advisor to join a friendly team within a reputable organisation based in Oxford on a temporary basis.
Job Title: Specialist Customer Service Advisor
Salary: £10.90 per hour
Duration:April 2018 - June 2018
*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 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
*Identify opportunities for process improvements, supporting the management team to implement changes. Identify and change incorrect or missing information within knowledge base
*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.
- customer service
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