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Customer Service Advisor - Social Care Specialist

Oxford, Oxfordshire
Job Type
3 Sep 2022
CCP has passionately supported candidates with customer contact job opportunities since 2010. We focus on partnering with our fantastic clients, immersing ourselves in their brand when they re looking for talented, culturally aligned people to join their business. Are you a considerate and compassionate customer service advisor seeking a highly rewarding role? Would you like to work with a reputable organisation providing customers with outstanding support within their Social Care function? We are delighted to be supporting a public sector organisation with the appointment of a group of Customer Service Advisors to join their specialist Social Care team within their contact centre in Oxford. The successful Advisors will use a variety of contact channels to effectively handle Social Care enquiries in a warm and professional manner. If you have experience of working with vulnerable people coupled with a contact centre background, we would love to hear from you. The office is located in central Oxford, a short walk from the train station. The core hours are 8:30am-5:00pm, Monday to Friday, with an earlier finish on Friday s. This is a hybrid Customer Service Advisor role moving onto a more flexible working basis once the initial training period has been completed. Key Accountabilities/Responsibilities: Use various contact channels to answer enquiries from the public and partner agencies/emergency services in a timely manner. Resolve customer enquiries or direct them to an appropriate service. Completion of an initial assessment, including referrals for adult social care, prioritising/place services users on the allocation lists. Assessment for and ordering of disability aids. Identify and complete adult safeguarding referrals. Completion of Carers assessments, support plans and reviews. Respond to enquiries relating to children's social care and children's safeguarding concerns and accurately recording relevant information for internal teams, including the Probation service and external partners including the Police and Ofsted. Deal tactfully and escalate complaints appropriately; passing relevant feedback to managers to improve service delivery. Identify opportunities for process improvements, supporting the management team to implement changes. To maintain confidentiality and adhere to all information governance policies, procedures, and processes. About you: Possess a genuine interest in helping others, actively listening, and clearly communicating (both written and verbally). Ability to make independent decisions and identify when to refer complex enquiries to relevant specialists in the team. Competent user of Microsoft Office and in house systems, with the ability to prioritise workloads. Ability to work as part of a team to deliver the best outcomes for service users, meeting and exceed team aims and objectives. Be willing to support less experienced members of staff through development and training activities using a coaching style. Experience or keen interest in social and health care services. Benefits Package: Flexible hybrid working model. Generous annual leave which increases with service (up to 30 days). Option to buy additional holiday. Local Government Pension Scheme up to nearly 20%. Various retail and travel discounts. Enhanced family friendly policies. Cycle to work scheme. Relocation expenses. Continuing professional development. Apply today to be considered for this exciting role as a specialist Social Care Customer Service Advisor. This is a fantastic opportunity to join a wonderful organisation built on growth, equality, and integrity. For more information, contact Tim Campion on (phone number removed) or email (url removed). CCP are proud to support many of the world s best brands, helping them source talent, embrace diversity and build inclusive workplaces. To be considered for this role please apply using the link below, suitable candidates will be contacted in due course
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  • Job Reference: 703043574-2
  • Date Posted: 3 September 2022
  • Recruiter: CCP
  • Location: Oxford, Oxfordshire
  • Salary: £23,000
  • Sector: Call Centre / Customer Service
  • Job Type: Contract