Independence and Wellbeing Advisor
| Posting date: | 18 April 2024 |
|---|---|
| Salary: | £23,893 per year |
| Hours: | Full time |
| Closing date: | 01 May 2024 |
| Location: | Ipswich, IP1 5PB |
| Company: | Suffolk County Council |
| Job type: | Permanent |
| Job reference: | 14852 |
Summary
- Suffolk County Council - Beacon House, Ipswich, Suffolk IP1 5PB / On-site
- £23,893 per annum (pro rata if part time)
- 37 hours per week, Flexible working options available
- Permanent
An exciting opportunity has arisen to join the Suffolk County Council (SCC) Customer First Team as an Independence and Wellbeing Advisor working from Beacon House in Ipswich.
- Would you like to work in an incredibly varied, challenging and rewarding role?
- Are you looking to start a career in Social Work?
- Are you passionate about making a positive difference in the lives of children and adults in Suffolk?
Your role
As an Independence and Wellbeing Advisor you will be the first point of contact for social care enquiries relating to Suffolk residents, including Adult services, Children and Young People’s services and Mental Health referrals. This will include, managing different contact channels (telephone, email, webchat), dealing with a diverse range of individuals with a variety of queries and demands of differing complexity.
You will be:
- the first point of contact for social care enquiries relating to Suffolk residents, including Adult Services, Children and Young People’s Services and Mental Health referrals
- expected to manage across different contact channels (telephone, email, webchat) and multi-task while providing exceptional customer service in a pressurised target-driven environment
- responsible for dealing with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals, and you will be expected to use your skills and knowledge to support customers to achieve the best outcome, in line with Suffolk’s organisational values, drivers and operating models.
- responsible for a seamless transition between day and night services enabling the council to fulfil its statutory duties to vulnerable adults, children and families.
This is an exciting opportunity for anyone wanting to gain experience within Social Care, this is an opportunity to develop knowledge and support those in the community.
Your responsibilities
- To communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care
- Maintain effective use of customer information systems and databases to ensure high-quality and accurate recording and data quality
- Work quickly and effectively to ensure information is passed to the appropriate team or worker as soon as possible
- Provide accurate and effective advice and guidance to customers, always seeking clarification where unsure, in order to provide accurate advice.
What you will need
- Good level of literacy and numeracy skills.
- Evidence of continued professional development.
- Relevant compute literacy (Explorer, Chrome, Word, Excel, Outlook).
- The ability to problem-solve and define a problem systematically.
- To demonstrate understanding of data protection and safeguarding legislation.
- The ability to clarify tasks and prioritise work to achieve deadlines.
- The ability to make decisions in pressurised situations.
You can view a full list of requirements in the Job and Person Profile (docx) If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.
The team
Customer First works as a team to support one another, we work together to ensure a high standard of service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities.
We will offer an in-depth training plan, both online and face-to-face. You will be supported by a mentor throughout the start of employment as well as a direct line manager. Team Leaders will be available at all times should you have any questions.
Shaping Careers and Learning
We want to champion talent and seek to continuously develop everyone’s professional knowledge, potential and job satisfaction. Through accessible learning opportunities and clear career pathways we aim to identify individual strengths, diversify skill sets and enable people, from all walks of life, to build influential and impactful careers.
Empowering Everyone
We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from the Asian community as these groups are currently underrepresented in this service.
For more information
Please contact Sian Alexander (she/her) for a casual conversation. You can reach them by emailing sian.alexander@suffolk.gov.uk
How to apply
Step 1 - Read the Job and Person Profile (docx)
Step 2 - Click ‘Apply Now’ to start your online application.
Step 3 - Upload a supporting statement answering the following questions.
1. Please can you advise of the skills and qualities that would make you successful at this role?
2. Please can you advise of a difficult situation you have dealt with, what was the outcome and how did you manage this?
3. Please can you provide an example of when you have provided excellent customer service and advise what makes good customer service?
- You should use the Supporting Statement template (docx)
- Please use Arial font size 11 and keep your statement to a maximum of two sides of A4.
Please note: Without a supporting statement, your interest will not be progressed. If you would like an adjustment to this process due to a disability, please contact us at 03456 014412 or recruitment@suffolk.gov.uk
Closing date: 11.30pm, 1 May 2024.
Interview date: Week commencing 6 May 2024.
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts.
As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.
In return, you’ll enjoy:
up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
membership of a competitive Local Government Pension Scheme (LGPS)
travel, lifestyle, health and wellbeing benefits
performance-related annual pay progression, in addition to an annual cost-of-living pay increase
training and encouragement to expand your knowledge
a variety of career development opportunities across our organisation
diverse and active staff networks
flexible working options, with the right to request flexible working from your first day
plus more!
If you would like to know more about our benefits, values and equality commitments please visit our Working for Suffolk County Council pages (www.Suffolk.gov.uk/careers).
- £23,893 per annum (pro rata if part time)
- 37 hours per week, Flexible working options available
- Permanent
An exciting opportunity has arisen to join the Suffolk County Council (SCC) Customer First Team as an Independence and Wellbeing Advisor working from Beacon House in Ipswich.
- Would you like to work in an incredibly varied, challenging and rewarding role?
- Are you looking to start a career in Social Work?
- Are you passionate about making a positive difference in the lives of children and adults in Suffolk?
Your role
As an Independence and Wellbeing Advisor you will be the first point of contact for social care enquiries relating to Suffolk residents, including Adult services, Children and Young People’s services and Mental Health referrals. This will include, managing different contact channels (telephone, email, webchat), dealing with a diverse range of individuals with a variety of queries and demands of differing complexity.
You will be:
- the first point of contact for social care enquiries relating to Suffolk residents, including Adult Services, Children and Young People’s Services and Mental Health referrals
- expected to manage across different contact channels (telephone, email, webchat) and multi-task while providing exceptional customer service in a pressurised target-driven environment
- responsible for dealing with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals, and you will be expected to use your skills and knowledge to support customers to achieve the best outcome, in line with Suffolk’s organisational values, drivers and operating models.
- responsible for a seamless transition between day and night services enabling the council to fulfil its statutory duties to vulnerable adults, children and families.
This is an exciting opportunity for anyone wanting to gain experience within Social Care, this is an opportunity to develop knowledge and support those in the community.
Your responsibilities
- To communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care
- Maintain effective use of customer information systems and databases to ensure high-quality and accurate recording and data quality
- Work quickly and effectively to ensure information is passed to the appropriate team or worker as soon as possible
- Provide accurate and effective advice and guidance to customers, always seeking clarification where unsure, in order to provide accurate advice.
What you will need
- Good level of literacy and numeracy skills.
- Evidence of continued professional development.
- Relevant compute literacy (Explorer, Chrome, Word, Excel, Outlook).
- The ability to problem-solve and define a problem systematically.
- To demonstrate understanding of data protection and safeguarding legislation.
- The ability to clarify tasks and prioritise work to achieve deadlines.
- The ability to make decisions in pressurised situations.
You can view a full list of requirements in the Job and Person Profile (docx) If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.
The team
Customer First works as a team to support one another, we work together to ensure a high standard of service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities.
We will offer an in-depth training plan, both online and face-to-face. You will be supported by a mentor throughout the start of employment as well as a direct line manager. Team Leaders will be available at all times should you have any questions.
Shaping Careers and Learning
We want to champion talent and seek to continuously develop everyone’s professional knowledge, potential and job satisfaction. Through accessible learning opportunities and clear career pathways we aim to identify individual strengths, diversify skill sets and enable people, from all walks of life, to build influential and impactful careers.
Empowering Everyone
We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from the Asian community as these groups are currently underrepresented in this service.
For more information
Please contact Sian Alexander (she/her) for a casual conversation. You can reach them by emailing sian.alexander@suffolk.gov.uk
How to apply
Step 1 - Read the Job and Person Profile (docx)
Step 2 - Click ‘Apply Now’ to start your online application.
Step 3 - Upload a supporting statement answering the following questions.
1. Please can you advise of the skills and qualities that would make you successful at this role?
2. Please can you advise of a difficult situation you have dealt with, what was the outcome and how did you manage this?
3. Please can you provide an example of when you have provided excellent customer service and advise what makes good customer service?
- You should use the Supporting Statement template (docx)
- Please use Arial font size 11 and keep your statement to a maximum of two sides of A4.
Please note: Without a supporting statement, your interest will not be progressed. If you would like an adjustment to this process due to a disability, please contact us at 03456 014412 or recruitment@suffolk.gov.uk
Closing date: 11.30pm, 1 May 2024.
Interview date: Week commencing 6 May 2024.
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts.
As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.
In return, you’ll enjoy:
up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
membership of a competitive Local Government Pension Scheme (LGPS)
travel, lifestyle, health and wellbeing benefits
performance-related annual pay progression, in addition to an annual cost-of-living pay increase
training and encouragement to expand your knowledge
a variety of career development opportunities across our organisation
diverse and active staff networks
flexible working options, with the right to request flexible working from your first day
plus more!
If you would like to know more about our benefits, values and equality commitments please visit our Working for Suffolk County Council pages (www.Suffolk.gov.uk/careers).