Job Details
You will be the first point of contact for resident’s enquiries regarding Social Care enquiries. You will be required to deliver excellent service to residents contacting the Councils Social Care and Public Health services by telephone, web, email, and other channels, aiming to provide an efficient and accurate service. The Customer Support Advisor will advise and provide support on a diverse range of services and partnership services resolving at the first point of contact wherever possible and ensuring council services interface seamlessly with other council office departments.
This role will be the first point of contact for all resident enquiries and Customer Support Advisors will aim to maximize successful first-time contact resolution for all residents, whilst providing individual sign posting based in the resident circumstances.
Responsibilities:
- To capture and update relevant customer information in CRM and Mosaic systems.
- To capture accurate and detailed information to pass to the social care team within community connect or other council departments where a complex enquiry is made.
- To act as the first point of contact, providing initial advice to residents regarding the in-year rent increase and resolving directly the most frequent service requests.
- Encourage and promote direct payments to residents to sign up to remain independent and choosing their own carers to support their care needs.
- To provide accessible and comprehensive information and advice to customers on all Careline services by keeping up to date with all aspects of services.
Umbrella Rate – £23.03
