Customer Service Advisor / Administrative – Social Care

Customer Service Advisor / Administrative – Social Care 150 150 tcl-admin
Customer Service Advisor / Administrative – Social Care
Contract / Temporary

South Tyneside 5164513321707

Posted: 14th September 2022 09:58
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  • Pay Rate:

    £11.70 per hour PAYE

  • Hours per Week:

    35-37 Monday – Friday, normal working hours

  • This opening assignment is for 3-4 months

  • Jarrow,

    NE33 3LE

What's involved with this role:

Customer Service Advisor / Administrator – Adult Social Care

Job Ref: South Tyneside 5164513321707

Enhanced DBS required for this role (can be applied for on job offer)

Office based

The post holder will be responsible for the effective delivery of the Let’s Talk Service, the single point of contact into Adults and Integrated Care. The post holder will respond to telephone, written and face-to-face communications from the public and internal and external colleagues and will be required to ensure the service is meeting its Care Act duties to provide good quality information and advice to anyone with an enquiry. This may include carers, people with a learning disability, autism, physical or mental health issues and safeguarding concerns within an overall framework of enhancing a person’s wellbeing.

Key responsibilities:

  • Maintain an up to date knowledge of support and services in the community, liaising with colleagues within the council and partner organisations to obtain information and access to services.
  • Effectively understand the nature of the persons queries and provide clear, concise and timely information and advice to meet their expectations and outcomes.
  • Facilitate choice through promoting independence particularly through the provision of information, advice and support to enable people to maintain their independence for as long as is possible.
  • Deliver strengths based and solution focussed outcomes to enquiries using a consistent approach to understanding what matters to the person and supporting people consider the range of options available to them.
  • Connect people to supports available within their own network and community taking into account their own resources and strengths.
  • Seek a positive outcome at all times, diffusing difficult situations negotiating and handling objections in a diplomatic and tactful way to achieve the best possible customer experience.
  • Carry out the first conversation as part a strengths-based approach seeking to resolve needs at the earliest possible point for the persons contact.
  • Identify situations where the person is deemed to be at risk including situations where the individual may be experiencing abuse or neglect and ensure compliance with Safeguarding Adults procedures and Making Safeguarding Personal guidance.
  • Seek guidance and escalate calls where appropriate to ensure positive outcomes are achieved. Work in partnership with colleagues from a range of agencies, ensuring a smooth and seamless experience, reducing barriers and handovers between services which should be invisible to the person needing support.


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


Desirable qualifications:

  • A Social Care or related field qualification at NVQ Level 3 standard or equivalent
  • Information Technology qualification.
  • Diploma in Information, Advice or Guidance or be willing to work towards this.


Experience & Knowledge:

  • Experience of working with adults with care and support needs, ideally having worked in a social care team, health or similar setting. This may include people with a learning disability, autism, older people, people with physical disabilities, or mental ill-health and / or:
  • Experience of working in a setting with direct customer contact, giving information and advice to customers.
  • Experience of accessing electronic information sources.
  • A good understanding of social care and health organisations, their roles and responsibilities.
  • A good understanding of the issues faced by adults and their carers.
  • Knowledge of social care legislation, guidance and practice (desirable).
  • Working knowledge of and relationship with local community groups and voluntary organisations (desirable).



  • Ability to communicate effectively, demonstrating empathy, effective active listening and professional curiosity.
  • Ability to manage calls which may involve children and adults at risk of harm and obtain and decipher key pieces of information to be able to inform decision making.
  • Effective decision making skills which involve considering risks and needs.
  • Ability to present complex information both verbally and in writing.
  • A good working knowledge and ability to use information technology and related systems, such as Microsoft Outlook, Microsoft Word, Excel and the Internet .


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.

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.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

  1. Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.
  2. Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
  3. Your availability to work either immediately, or at short notice.
  4. Enhanced DBS (desirable).
  5. Please refer to the Role Requirements section above - your CV must address the requirements listed.


Other preferable/desirable details to include on your CV, if applicable:

  1. Any local authority/public sector experience
  2. Any relevant qualifications held or being studied for.


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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: South Tyneside 5164513321707
Customer Service Advisor / Administrative – Social Care
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

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Job Ref: South Tyneside 5164513321707
Customer Service Advisor / Administrative – Social Care
Client Category: Local Authority

CV Tips

Your CV needs to be current with your most recent role. We won’t be able to submit it with any unexplained gaps in employment. It will save time and improve your chances of success if we can put your CV forward immediately without having to ask for revisions.

Your CV must cover the “Essential Requirements” of the role. Ideally you will address the “Essential Requirements” on each job description page directly, in a bullet point list. Please include any DBS details and other qualifications called for.

Your CV should clearly state that you are available to start work either immediately, or at short notice. In general, our clients are unable to work with notice periods of more than 1 week from the point at which a role is offered, 2 weeks at the very most.

We do not put forward covering letters, so please ensure that your CV in contains all relevant information being called for.

We recommend that you consider sending us a CV suitably tailored CV for each role that you apply for. Job board aggregator sites will generally store only one version of your CV, which can be a bit limiting, so this is to your advantage.

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