Customer Service Advisor
- Recruiter
- Confidential
- Location
- Hove
- Salary
- Competitive
- Posted
- 18 Jun 2021
- Closes
- 30 Jun 2021
- Sectors
- Customer Service & Call Centre
- Contract Type
- Temporary
- Hours
- Full Time
Customer Service Advisor
(Contact Tracer)
Brighton & Hove City Council
Hove
GBP11.50 per hour
Full time and Part time available
Hours
This role works on a rota system covering 7 days a week.
Core hours of 09:00 - 17:00.
Contract up to End of March 2022.
Purpose of the Job
Role holders will be engaging with cases and their contacts, assisting with the delivery of BHCC local contact tracing service, and working closely with the wider public health team and external organisations such as PHE, contributing to the management of complex cases and outbreaks.
Local contact tracing is a key element of the national and local public health strategy to effectively contain Covid-19 infection. It is an essential element of COVID-19 control as set out in the Brighton & Hove Local Outbreak Plan (LOP), which all Local Authorities are required to have in place to help prevent and contain the transmission of COVID -19
Currently COVID -19 Contact tracing is managed between NHS Track & Trace and Local Contact Tracing Partnerships managed by Local Authorities. Since January 2021 the Brighton and Hove Local Contact Tracing Partnership has been delivered by Brighton and Hove Community Hub, which was established in April 2020 to support residents who were shielding, others with support needs related to the pandemic and residents who are self-isolating.
National developments mean that an increasing number and proportion of cases will be managed by the Local Tracing Partnership and delivered by Local Authorities. BHCC are expanding their contact tracing capabilities to meet the projected demands of the service.
Principal Accountabilities
Proactively and positively engage with residents who have tested positive for Coronavirus, providing them with advice and support and being able to obtain information from them regarding their recent close contacts.
Managing a caseload, undertake public health risk assessments in accordance with current protocols, guidance and standard operating procedures and have a clear understanding of the risks associated with the case, all the contacts identified, and the environments and settings in which they live and work.
Where safeguarding concerns are alerted, use relevant procedures to ensure they are managed appropriately.
Use highly effective interpersonal skills to build rapport with cases and contacts. Modify and adapt (and be able to recognise the need to) methods of communication to account for the differing needs of individuals.
Work collaboratively with colleagues, partner organisations and agencies as part of the contact tracing process, preventing spread of infection while also ensuring that the needs of the resident are met.
Manage risk and escalate challenging and or more complex cases in accordance with escalation protocols. Advise the Team Leader of delays, emerging governance concerns and risks.
Contribute to the maintenance of effective systems for the surveillance of COVID-19 by collating and recording accurate data and information.
Maintain confidentiality in relation to personal data held in accordance with the Data Protection Act and local governance protocols
Determine if residents require further support/re-directing to other services and provide the necessary advice and be able to refer them to the relevant services and organisations.
Manage change and work under pressure in a fast moving and demanding work environment.
Ensuring that good customer service and good customer experience are provided and the customer is managed and supported throughout the contact tracing customer journey.
Undertake all necessary administration effectively and ensure that data is input accurately and timely to ensure that statistics can be monitored and reviewed for analysis.
Experience
Experience of providing public health, other healthcare or customer service advice directly to members of the public
Experience of assessing risk and undertaking risk assessments.
Experience of working from standard operating procedures and scripts
Experience of working collaboratively with colleagues, partner organisations and agencies
Experience of working under pressure and delivering to tight timescales
Experience of working with confidential material and be able to maintain confidentiality in relation to personal data held.
Skills & Abilities
Excellent verbal communication skills and able to talk and engage with a wide range of people many of whom will not wish to engage with the LA and/or will present with challenging behaviours and complex needs.
Good organisational and administrative skills and the ability to record data and information concisely and accurately.
Able to work with highly confidential material.
Ability to problem solve while working in an unpredictable environment, often under pressure and to tight timescales.
Be able to work independently and on own initiative but recognise when there is a need to escalate and seek advice when required.
The ability to assess risk and undertake risk assessments and use initiative to draw information from residents.Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.
Tate is acting as an Employment Business in relation to this vacancy
(Contact Tracer)
Brighton & Hove City Council
Hove
GBP11.50 per hour
Full time and Part time available
Hours
This role works on a rota system covering 7 days a week.
Core hours of 09:00 - 17:00.
Contract up to End of March 2022.
Purpose of the Job
Role holders will be engaging with cases and their contacts, assisting with the delivery of BHCC local contact tracing service, and working closely with the wider public health team and external organisations such as PHE, contributing to the management of complex cases and outbreaks.
Local contact tracing is a key element of the national and local public health strategy to effectively contain Covid-19 infection. It is an essential element of COVID-19 control as set out in the Brighton & Hove Local Outbreak Plan (LOP), which all Local Authorities are required to have in place to help prevent and contain the transmission of COVID -19
Currently COVID -19 Contact tracing is managed between NHS Track & Trace and Local Contact Tracing Partnerships managed by Local Authorities. Since January 2021 the Brighton and Hove Local Contact Tracing Partnership has been delivered by Brighton and Hove Community Hub, which was established in April 2020 to support residents who were shielding, others with support needs related to the pandemic and residents who are self-isolating.
National developments mean that an increasing number and proportion of cases will be managed by the Local Tracing Partnership and delivered by Local Authorities. BHCC are expanding their contact tracing capabilities to meet the projected demands of the service.
Principal Accountabilities
Proactively and positively engage with residents who have tested positive for Coronavirus, providing them with advice and support and being able to obtain information from them regarding their recent close contacts.
Managing a caseload, undertake public health risk assessments in accordance with current protocols, guidance and standard operating procedures and have a clear understanding of the risks associated with the case, all the contacts identified, and the environments and settings in which they live and work.
Where safeguarding concerns are alerted, use relevant procedures to ensure they are managed appropriately.
Use highly effective interpersonal skills to build rapport with cases and contacts. Modify and adapt (and be able to recognise the need to) methods of communication to account for the differing needs of individuals.
Work collaboratively with colleagues, partner organisations and agencies as part of the contact tracing process, preventing spread of infection while also ensuring that the needs of the resident are met.
Manage risk and escalate challenging and or more complex cases in accordance with escalation protocols. Advise the Team Leader of delays, emerging governance concerns and risks.
Contribute to the maintenance of effective systems for the surveillance of COVID-19 by collating and recording accurate data and information.
Maintain confidentiality in relation to personal data held in accordance with the Data Protection Act and local governance protocols
Determine if residents require further support/re-directing to other services and provide the necessary advice and be able to refer them to the relevant services and organisations.
Manage change and work under pressure in a fast moving and demanding work environment.
Ensuring that good customer service and good customer experience are provided and the customer is managed and supported throughout the contact tracing customer journey.
Undertake all necessary administration effectively and ensure that data is input accurately and timely to ensure that statistics can be monitored and reviewed for analysis.
Experience
Experience of providing public health, other healthcare or customer service advice directly to members of the public
Experience of assessing risk and undertaking risk assessments.
Experience of working from standard operating procedures and scripts
Experience of working collaboratively with colleagues, partner organisations and agencies
Experience of working under pressure and delivering to tight timescales
Experience of working with confidential material and be able to maintain confidentiality in relation to personal data held.
Skills & Abilities
Excellent verbal communication skills and able to talk and engage with a wide range of people many of whom will not wish to engage with the LA and/or will present with challenging behaviours and complex needs.
Good organisational and administrative skills and the ability to record data and information concisely and accurately.
Able to work with highly confidential material.
Ability to problem solve while working in an unpredictable environment, often under pressure and to tight timescales.
Be able to work independently and on own initiative but recognise when there is a need to escalate and seek advice when required.
The ability to assess risk and undertake risk assessments and use initiative to draw information from residents.Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.
Tate is acting as an Employment Business in relation to this vacancy