Customer Service Advisor

Customer Service Advisor

Start date: November 2024

Rate: £13.02 per hour 

Hours: Full time, 37 hours per week

Location: West Midlands – Fixed office location

An opportunity has arisen with our client, for two Customer Service Advisor’s to join their Adult Social Care Enquiry Team on a temporary basis.

This role is for 37 hours per week and the service operates 9am to 5.30pm Monday to Thursday and 9am to 5pm on Fridays.

The post involves delivering an enhanced customer experience to people accessing Adult Social Care, that promotes wellbeing to local people in their local communities. The ideal candidate will have experience of working within a busy Contact Centre environment.

Responsibilities:

• Delivering an enhanced customer experience to people accessing Adult Social Care, that promotes wellbeing to local people in their local communities
• Deal with incoming calls and process requests for services from all customer enquiries across multiple channels
• To act as the first point of contact for Adult Social Care enquiries, identifying customer need through the provision of excellent customer service
• On receipt of an enquiry, you will be required to undertake initial assessment to determine the most appropriate response
• This will include resolving queries through the provision of advice and information; signposting customers to other agencies who can meet their needs; referral onto the appropriate team; arranging for the provision of services; or assisting with the completion of the self-assessment
• To process correspondence/assessments/applications received and sent by the Adult Social Care
• To book appointments for officers for telephone or face to face visits in line with agreed procedures, and the notification of customers
• To undertake market research in line with the change management vision to improve the service delivery and performance improvement
  
  

Requirements:

• Be an active listener, with clear communication skills
• Have excellent IT skills as the role requires the use of numerous systems and applications
• Be able to offer a service focused on customer experience and care
• You must have GSCE English and Maths or an equivalent qualification
• A standard DBS check is required for this role
• Experience of working within a busy Contact Centre environment (desirable)
  
  

If you are interested in the role, we would love to hear from you! Please apply to receive more information.