Customer Service Advisor - Triage - Childrens Social Care Team

Qualserv Consulting

Posted on May 30, 2024 by Qualserv Consulting
Lincoln, Lincolnshire, United Kingdom
Health Care
Immediate Start
£13.7 - £13.7 Annual
Contract/Project

Customer Service Advisor - Triage - Childrens Social Care Team

Based in Lincoln, Lincolnshire - Onsite

Contract until 24th December 2024

Hourly rate of £13.72 PH - 37 Hours a week - Inside IR35 VIA Umbrella

We are currently recruiting for a Customer Service Advisor - Triage, within the Care & Wellbeing Hub you will provide a helpful, professional & efficient contact handling experience to customers contacting the Customer Service Centre for Adult & Children's Services; across all contact channels, using the appropriate telephony system and social care case management system, within a PCI compliant environment.

Key Accountabilities

  • Provide an exceptional customer service experience to all customers that contact the Customer Service Centre via Telephone.

  • Through effective call control, questioning and fact finding, correctly gather the required information showing empathy and understanding to the customers concerns to resolve or move the contact to Tier 2, whilst recording accurately on the appropriate IT systems

  • Using your social care knowledge and judgement ensure all contacts are dealt with in accordance with relevant legislation, policies, and procedures (eg, the care act/signs of safety framework and safeguarding) and keep up to date with legislation changes as required.

  • Process contacts and/or signpost customers; utilising all available knowledge via service specific IT systems and service Scripting as detailed on the CRM system.

  • Identify and prioritise urgent contacts and respond appropriately without delay following the correct process for the Service.

  • Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training including Mandatory and Service Area courses.

  • Recognizes gaps in the knowledge base and reports them to a Team Leader/Customer Service Officer.

  • Build relationships with colleagues, clients, professionals, and 3rd party organisations as appropriate; demonstrating a willingness to readily share knowledge, offer support and promote a culture of continuous improvement.

  • The accountabilities contained within this Success Profile are not exhaustive and include any other reasonable duties which arise from the nature of the role within the service or in a comparable post in any of the Company's other services.

What I need to do the role?

  • English and Math's GCSE or equivalent or proven literacy and numeracy skills

  • Relevant level 2, or above Customer Service qualification

  • Experience of working in a telephone-based Customer Service Centre

  • Experience of working within a social care function or demonstrates an understanding of and aptitude for this type of work.

  • Competent in Microsoft office applications, word, excel and outlook.

  • Ability to record information in a timely and accurate manner using electronic resources Ability to talk and type to enable direct input service specific IT systems.

  • Ability to understand an execute the remit of the Triage role in delivering the service model.

Where will I work?

Our offices are based in Lincoln City Centre. We do offer agile working opportunities once you're settled in and fully trained. The office is perfectly situated for travel via public transport.

What hours will I work?

Due to the nature of the role, you will need to be flexible to work between the hours of 8am and 6pm Monday to Friday. Where relevant you may be asked to work 9am to 4pm on a Saturday.

Due to high demand we are only able to respond to applications that meet the required criteria


Reference: 2767925066

https://jobs.careeraddict.com/post/91298449

This Job Vacancy has Expired!

Qualserv Consulting

Customer Service Advisor - Triage - Childrens Social Care Team

Qualserv Consulting

Posted on May 30, 2024 by Qualserv Consulting

Lincoln, Lincolnshire, United Kingdom
Health Care
Immediate Start
£13.7 - £13.7 Annual
Contract/Project

Customer Service Advisor - Triage - Childrens Social Care Team

Based in Lincoln, Lincolnshire - Onsite

Contract until 24th December 2024

Hourly rate of £13.72 PH - 37 Hours a week - Inside IR35 VIA Umbrella

We are currently recruiting for a Customer Service Advisor - Triage, within the Care & Wellbeing Hub you will provide a helpful, professional & efficient contact handling experience to customers contacting the Customer Service Centre for Adult & Children's Services; across all contact channels, using the appropriate telephony system and social care case management system, within a PCI compliant environment.

Key Accountabilities

  • Provide an exceptional customer service experience to all customers that contact the Customer Service Centre via Telephone.

  • Through effective call control, questioning and fact finding, correctly gather the required information showing empathy and understanding to the customers concerns to resolve or move the contact to Tier 2, whilst recording accurately on the appropriate IT systems

  • Using your social care knowledge and judgement ensure all contacts are dealt with in accordance with relevant legislation, policies, and procedures (eg, the care act/signs of safety framework and safeguarding) and keep up to date with legislation changes as required.

  • Process contacts and/or signpost customers; utilising all available knowledge via service specific IT systems and service Scripting as detailed on the CRM system.

  • Identify and prioritise urgent contacts and respond appropriately without delay following the correct process for the Service.

  • Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training including Mandatory and Service Area courses.

  • Recognizes gaps in the knowledge base and reports them to a Team Leader/Customer Service Officer.

  • Build relationships with colleagues, clients, professionals, and 3rd party organisations as appropriate; demonstrating a willingness to readily share knowledge, offer support and promote a culture of continuous improvement.

  • The accountabilities contained within this Success Profile are not exhaustive and include any other reasonable duties which arise from the nature of the role within the service or in a comparable post in any of the Company's other services.

What I need to do the role?

  • English and Math's GCSE or equivalent or proven literacy and numeracy skills

  • Relevant level 2, or above Customer Service qualification

  • Experience of working in a telephone-based Customer Service Centre

  • Experience of working within a social care function or demonstrates an understanding of and aptitude for this type of work.

  • Competent in Microsoft office applications, word, excel and outlook.

  • Ability to record information in a timely and accurate manner using electronic resources Ability to talk and type to enable direct input service specific IT systems.

  • Ability to understand an execute the remit of the Triage role in delivering the service model.

Where will I work?

Our offices are based in Lincoln City Centre. We do offer agile working opportunities once you're settled in and fully trained. The office is perfectly situated for travel via public transport.

What hours will I work?

Due to the nature of the role, you will need to be flexible to work between the hours of 8am and 6pm Monday to Friday. Where relevant you may be asked to work 9am to 4pm on a Saturday.

Due to high demand we are only able to respond to applications that meet the required criteria

Reference: 2767925066

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