Temporary Customer Service Officer / Admin – Adult Social Care

Reference no: Brent 5218751

Pay rate: £13.39 per hour PAYE

The role is to provide customers with a first class resolution by answering calls and emails from the general public, other health professionals and care providers. This is a small team with a high work ethic. All work and contact is dictated by the Care Act 2014 and the client is in the heart of any discussions undertaken.

Key responsibilities:

• Provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of up to six specialist Council services.
• Take ownership and appropriate action to resolve enquiries within agreed levels across a range of channels including phone, email, web chat and social media.
• Promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
• Efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, award discounts, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
• Effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
• Keep up to date with legislative, policy and procedural changes in order to deal effectively and efficiently with customer enquiries, complaints or transactions.
• Work effectively both individually and as part of a team to ensure a quality service is provided to customers in a continually changing environment and to proactively share and contribute ideas to support continuous service improvement.

“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

Skills & Experience:

• Experience of working in the Adult Social Care arena.
• Experience of providing a customer-focused service in a demanding, fast paced customer service environment including areas requiring the application of discretion or judgement.
• Experience of effectively resolving enquiries covering a range of enquiry types delivered through channels including phone, email, web chat and social media.
• Knowledge of providing a customer focussed advice, information, enquiry, transactions and complaints handling service covering a broad range of enquiry types.
• Ability to demonstrate empathy and a willingness to help.
• Ability to effectively resolve complex customer enquiries, requests,
• complaints or transactions and deal with a high volume of customer contact via various access channels.
• Strong communication skills - written and spoken.
• Able to deal politely, efficiently and courteously with a wide range of individuals, ensuring they feel supported, listened to, welcome and confident in the handling of their enquiry.
• Ability to deal sympathetically with distressed, agitated, confused or irate customers.
• Ability to effectively listen and to interpret a range of different legislations and procedures and clearly explain the information to customers verbally and in writing.
• Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
• Strong IT skills using Microsoft packages or equivalent (e.g. G Suite) and the ability to pick up new systems quickly.

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates.   If you wish to understand PAYE vs Umbrella more, please let me know and we can send you some additional information for clarify.