Customer Service Agent
| Posting date: | 04 December 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 03 January 2025 |
| Location: | Leicester, LE3 8RA |
| Company: | Leicestershire County Council |
| Job type: | Permanent |
| Job reference: | 4286 |
Summary
Organisation: Leicestershire County Council
Work Location: County Hall, Glenfield, Leicestershire, LE3 8RA
Worker Category: Hybrid Working with up to 3 days in office
Salary: £25,998 to £27,273 per annum (pro rata for part time)
Working Hours: 37 hrs per week Monday to Thursday 8.30am until 5pm Friday 8.30am until 4.30pm
Contract Type: Fixed term 30th April 2025
Closing Date: Midnight 8th December 2024
Looking for a career in Adult Social Care? Home First have an exciting opportunity to join our Central Duty Team as a Customer Service Advisor.
About the Role
Our Home First Central Duty Team work with people who live in the county of Leicestershire, predominantly older and physically disabled people who require a short-term intervention to maintain their physical and mental wellbeing. The team is highly motivated, work at pace to support people in crisis and or require a response within 72hrs both in the community and hospitals.
As the Customer Service Advisor for Home First, you will support the community support workers by liaising with partners in health, care providers, individuals and their carers and families gathering information, sharing advice and data inputting. You will require excellent IT and customer service skills, an ability to manage your own workload, ensuring deadlines are met and be able to think on your feet. Full training will be given to the successful applicant.
About You
To apply for this post, you must:
- To handle a wide variety of contacts from both internal and external customers, including (but not limited to): service users, concerned family and friends, professionals, partners, members of the public, organisational bodies and councillors.
- To be able to tactfully deal with contact for people who have complex/urgent needs and/or are in crisis.
- To manage and prioritise workloads ensuring all queries and cases are managed within specified timescales.
- To ascertain where there is risk and ensure that enquiries are escalated as quickly as possible to the correct area ensuring all relevant and appropriate information is collected and presented accordingly.
- To complete full contact assessments where applicable.
- To work flexibly as part of the team to ensure individual and service performance standards are achieved.
- To ensure that confidentiality is maintained, and customer information is managed effectively in line with the General Data Protection Regulation.
We’d also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the interview process.
Interested in Flexible Working?
We are keen to support employees to balance their working life with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual’s personal circumstances whilst still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below. This may include requests for term-time working, part-time hours, compressed hours, flexible start and finish times, home/remote working, etc.
Every role within the Council has a defined working style which determines where they can work. The worker category applicable to this post is detailed in the above advert. You can find out more about our worker categories in the Our Working Styles page on our career site.
For more information or an informal discussion, please contact:
Darsha Patel or Amy Massey
Telephone: 0116 3057972 or 0116 3053379
Email: darsha.patel@leics.gov.uk or amy.massey@leics.gov.uk
How to Apply
Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services we offer our communities. We particularly welcome applicants from Ethnically Diverse and LGBTQ+ communities and people with disabilities to create a balanced workforce and one that reflects the communities we serve. Applicants with a disability who meet the criteria listed in the 'About You' section above will be offered an interview under the Disability Confident Employer Scheme.
To apply for this job, please click on the apply button. You will need to upload a supporting statement as part of your application which explains how you meet the criteria listed in the 'About You' section above. For more information, see the How to Apply section on our career site.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raising a ticket via our online portal: https://emss.freshdesk.com/support/home.
By applying for this post, you agree to our Terms and Conditions.
Proud member of the Disability Confident employer scheme