Customer Service Advisor

Overview

Customer Service Advisor needed in Lincoln, £12.79ph PAYE – Reference: OR104369

• Provide an exceptional customer service experience to all Carers that reach the Customer Service Centre, regardless of contact method (Telephone, Email, E-referrals, Chat)
• Using your knowledge and judgement, ensure all contacts are dealt with proportionately and in accordance with relevant legislation, policies and procedures (e.g., the care act / framework and safeguarding) and keep up to date with legislation changes as required
• Through effective call control and a strength-based methodology gather the required information showing empathy and understanding to the carers concerns, whilst recording accurately on the appropriate IT systems
• Providing solutions and problem solving for the carer using a strength-based approach
• Provide relevant and accurate information and guidance to support the Carers to maintain their unpaid caring role whilst balancing their own quality of life
• Identification of need for and production and updating of Carers Emergency Response Plans
• Undertake follow up calls to confirm information and advice provided has been successful and provide appropriate outcomes
• Ensure all carers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking carers
• Liaise with other professionals to identify the most appropriate next steps for the carer
• Identify and prioritise urgent contacts and respond appropriately without delay
• To provide an administrative function to support the service
• Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training including Mandatory and Service Area courses
• Actively identifies where amendments are required to the Knowledge base and notifies a Specialist, Officer or Team Leader
• Build relationships with colleagues, clients, professionals, and 3rd party organisations as appropriate; demonstrating a willingness to readily share knowledge, offer support and promote a culture of continuous improvement
• Respond positively to change and take a flexible approach to all aspects of work
• Strive to achieve individual and team objectives and targets
• Comply to the Customer Service Centre’s PCI data security standards and protocols

This is a full time role on a temporary basis.