Customer Service Advisor Care & Wellbeing Hub

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries.

These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions. Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre-screened candidates, Civic Recruitment Limited is well-positioned to cater to the specific needs of both public and private sectors.

Job Purpose

The Customer Service Advisor is the first point of contact for members of the public and professionals reporting concerns about the safety and wellbeing of children. Working within the Care & Wellbeing Hub, the role involves gathering accurate and detailed information, using professional curiosity to assess concerns, and recording information clearly to support Children's Social Care in making informed safeguarding decisions.

The postholder delivers a high-quality, compassionate customer service while handling sensitive and often challenging situations with professionalism and resilience.

• Act as the first point of contact for safeguarding concerns relating to children via telephone and other communication channels.
• Gather, assess and accurately record detailed information from members of the public and professional agencies.
• Use professional curiosity to ask appropriate questions and obtain all relevant information to support safeguarding assessments.
• Maintain accurate, factual and timely records using Council systems and structured assessment frameworks.
• Liaise with professionals including Police, Health Services, Education and partner agencies to obtain and share relevant information.
• Provide a professional, empathetic and customer-focused service while managing sensitive and potentially distressing conversations.
• Ensure information is processed efficiently and escalated appropriately to Children's Social Care.
• Maintain confidentiality and comply with safeguarding, data protection and Council policies.
• Work collaboratively with colleagues to support service delivery and meet performance standards.
• Participate in training and continuous professional development to maintain knowledge and skills.

• Previous experience in a customer service, contact centre or administrative role.
• Excellent verbal and written communication skills.
• Strong listening, questioning and information-gathering skills.
• Ability to build rapport quickly and communicate with empathy and professionalism.
• Strong attention to detail and ability to produce accurate records.
• Ability to type accurately while speaking with customers.
• Good organisational skills and the ability to manage competing priorities.
• Ability to remain calm, resilient and objective when handling sensitive or distressing situations.
• Good IT skills, including Microsoft Office and Windows-based systems.
• Commitment to safeguarding, confidentiality and delivering excellent customer service.
• Experience working within Children's Services, Social Care or a safeguarding environment.
• Knowledge of safeguarding procedures and multi-agency working.
• Experience working in a high-volume contact centre or customer service environment.

• Location: Customer Service Centre, Lancaster House, Lincoln.