Job Details
Main duties & responsibilities
• Provide an exceptional customer service experience to all customers that contact the Customer Service Centre, regardless of contact method.
• Assessment of Carer needs including non social care requirements in line with legislation.
• Planning, designing and recording support plans.
• Undertake annual, light touch and unscheduled reviews • Strive to achieve individual and team objectives and KPI targets
• Identify areas of improvement and bring these to the attention of your Team Leader.
• Through effective questioning and fact finding, gather the information from the customer and record accurately on the appropriate IT system..
• Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking customers.
• Identify and prioritise urgent contacts and respond appropriately without delay, ensuring all actions within the job remit are fulfilled.
• Control all customer contact to ensure all relevant information is obtained in the most time efficient manner, whilst showing empathy and understanding to the customer’s concerns.
• Ensure service area knowledge is kept up to date by attending training as directed by your line manager and as agreed in annual appraisals.
• Build relationships with colleagues, clients, professionals and 3rd party organisations as appropriate, to promote a culture of continuous improvement.
• Respond positively to change and take a flexible approach to all aspects of work.
• Comply with the Customer Service centre’s PCI data security standards and protocols.
Systems and equipment
• Contact centre telephony system
• In house CRM system
• Service specific IT systems
Pay £12.50 Umbrella
