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Job Details

A London borough based in West London is seeking a Customer Service Advisor to support the Adult Social Care Team. This is a fantastic opportunity to be a part of one of the most innovative Local Councils in London.

Start: ASAP 
Duration: 4 Months initially 
Days: Monday to Friday 
Pay Rate: £17.26 per hour
Hybrid Based - Min 2 days in the office

Job Purpose:

• To be the first point of contact for residents’ enquiries regarding Social Care enquiries. To deliver excellent service to residents contacting the Council's 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. 

Key Responsibilities:

• 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 by; telephone, email, web, and other social media channels
• Where appropriate signpost residents to the most suitable support service within the council, health and voluntary community sectors and financial support depending on their circumstances (Direct Payments, Housing Benefit for Discretionary Housing Payments or for Housing Support Payments)
• 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 access and record actions on the council’s CRM and Mosaic database systems relevant information and services, for example, completing contact forms, contact assessment to establish prevention and early intervention needs or other wrap-around support services e.g. food bank referral, older person digital inclusion training, befriending service, welfare check calls
• To capture and update relevant customer information in CRM and Mosaic systems
• When a resident makes you aware they are on a package of the care plan or direct payment plan you will deal with their enquiry at the first point of contact signposting or making the relevant referral to the specialist team within social care and updating systems accordingly on advice given and action taken to manage resident expectations 

Essential Knowledge, Skills and Experience: 

• Experience working in a customer-facing role
• Excellent customer care across various communication channels
• Experience working with vulnerable residents
• Effectively able to plan own time
• Must be able to work shift patterns
• Accurate record information on bespoke IT systems, in particular CRM systems
• Able to sensitively have difficult conversations with residents
• Awareness of support available based on the circumstances of the resident
• Experience in developing and maintaining relationships with council departments and external voluntary community partners to deliver positive outcomes for residents

Please note that we are looking to fill this role as soon as possible so please submit your CV as quickly as possible.