Customer Service Advisor

Overview

The Customer Service Centre is the first point of contact for many of Lincolnshire County Council’s services, including Adult Care, Child Care, Highways, Registration & Celebratory Services, and Library Services. We deliver a range of services that play an important part in people’s lives – whether it’s carrying out a Strength‑Based Conversation to enable a resident to remain independently at home, supporting a child in need, or simply renewing a library book.

We have vacancies for a Customer Service Advisor in our Adult Care Team based in Lincoln. Working in a strength‑based environment, you will handle contacts via telephone and email from the public and professionals who are seeking information and advice, reporting safeguarding concerns or providing access to services from Adult Care, the Lincolnshire Care Service and/or the Wellbeing Service.

• Respond to telephone and email queries from the public and professionals.
• Report safeguarding concerns and facilitate access to Adult Care and Wellbeing services.
• Use training to handle complex, sensitive, and emotive calls.
• Apply call control, professional curiosity, and strong communication skills to gather relevant information.
• Determine the most appropriate outcome for the customer.

• Passionate and customer‑focused.
• Experience working in a busy Customer Care or Customer Service Centre environment.
• Experience with in a social care setting preferred but not essential.
• Excellent typing and IT skills – you will type and talk (Directinput) to document contacts efficiently.

Our office is based in Lincoln – City Centre, Lancaster House.

You will need to be flexible to work between the hours of 08:00 and 20:00, Monday to Friday.

Full induction and relevant training aligned to your role, plus ongoing development.

We are looking for reliable, motivated individuals who can meet our service standards and uphold the council’s values of inclusivity and service excellence.