Customer Service Advisor; Care & Wellbeing Hub

Role Overview

Lincolnshire County Council's Customer Service Centre is the first point of contact for a wide range of essential services including Adult Care, Children's Services, Highways, Registration, Libraries and more. The Care & Wellbeing Hub plays a vital role in supporting residents with information, advice and access to services that directly impact their wellbeing and independence.

Customer Service Advisors are required to support the Adult Care Team during a period of vacancy. The postholders will handle incoming contacts from the public and professionals via telephone and email, using a strength‑based approach to gather information, assess needs and determine appropriate outcomes. Calls may be complex, sensitive and emotive, requiring excellent communication, professional curiosity and strong call‑control skills.

• Act as the first point of contact for Adult Care, the Lincolnshire Carer Service and the Wellbeing Service.
• Handle telephone and email enquiries, gathering accurate information to determine appropriate next steps.
• Use a strength‑based approach to support residents to remain independent where possible.
• Manage sensitive and complex conversations with professionalism and empathy.
• Record information accurately using direct input while talking to customers.
• Provide information, advice and signposting in line with service procedures.
• Work collaboratively with colleagues across the Customer Service Centre.
• Maintain high standards of customer service and uphold confidentiality at all times.
• Participate in induction, training and ongoing development.

• Experience in a busy Customer Service or Customer Contact Centre environment.
• Strong communication skills with the ability to manage complex and emotive calls.
• Excellent typing and IT skills, including the ability to type and talk simultaneously.
• Customer-focused, professional and able to work under pressure.
• Experience in a social care setting is desirable but not essential (full training provided).

Flexible to work between 8am-8pm, Monday to Friday.