Specialist Customer Service Adviser x 6

Adult Social Care Connects
Specialist Customer Service Advisor - Multiple Positions Available

Primary Location: Chelmsford (training for the initial 6 weeks will be based in Colchester)
Contract: Permanent
Hours: Full time, Monday to Friday (37 hours per week)
Starting salary: Band 3, GBP17,300 Per Annum

Dates for your diary
Closing date for applications: 31st October 2017
Telephone interview: 3rd November 2017
Face to face interviews and exercise: 7th & 10th November 2017
Start date: 29th January 2018

The Role
Within the Customer Service Centre there is a team called Adult Social Care Connects, whose function is to provide a prompt and efficient service to Adults, Carers, Agencies and Health Professionals who require assistance from Social Care.

This can involve giving information and advice, connecting customers to partners and where appropriate carrying out a series of conversations to determine the best solutions to address the difficulties faced with day to day living.

Accurate recording is required; therefore computer knowledge and keyboard skills are essential.

Job Purpose

• To deliver an efficient and customer focussed service to both internal and external customers, and contribute to the delivery of the Customer Service Centre's performance targets and overall Council target outcomes and service level agreements
• To be able to complete a telephone assessment, in order to gain a clear understanding of the customers' needs and eligibility in accordance with the Care Act 2014
• Effectively build rapport and use excellent questioning skills in order to understand and identify a customer's situation
• To be able to access current online information, in order to provide the customer with accurate and up to date advice and information
• To be able to record everything that is discussed during the call accurately on our computer system

Key Accountabilities

• To have the ability to retain knowledge and put it into practice
• To have the ability to act on constructive feedback in a positive manner, in order to provide an excellent customer journey
• Provide clear, concise and timely advice and information to meet customer expectations via telephone and other communication channels, using specialist knowledge and judgement on Adult and Carer services available within Social Care, including the application of The Care Act 2014
• Effectively understand the nature of customers' enquiries and seek to resolve them at first point of contact. Ensure that all information provided to customers is accurately sourced from the appropriate information system
• 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
• Undertake assessments to identify needs and risks, and the appropriate actions to meet and address these
• Escalate calls where appropriate to a Team Leader, or urgent or critical situations via fast track processes to the relevant professional teams
• Ensure that all recorded customer information is concise, accurate and appropriate to the enquiry, in line with Data Protection and agreed policy and procedure
• Proactively seek further information from individual customers or organisations where required
Knowledge, skills and experience
• Experience working in an office environment within a customer service role, with direct customer contact, giving information and advice to customers is essential
• Ability to communicate on the telephone effectively, demonstrating empathy, listening and questioning skills to a very high level is essential
• Good standard of written and oral communication is essential
• Knowledge of social care service group functions is desirable, ideally having worked in a social care team or similar setting
• Ability and confidence to handle calls involving vulnerable adults and undertake assessments containing sensitive information
• Qualifications is customer service are desirable
• Working knowledge of Microsoft Outlook, Excel and Internet, experience of accessing electronic information sources and accurate key-board skills
• Ability to develop effective working relationships both within the team, the directorate, and where appropriate, other directorates and external organisations
• Knowledge of Data Protection legislation and Freedom of Information legislation

As part of employment with Essex County Council (ECC) should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription and you will be responsible for ensuring this is maintained. For further information on the DBS update service please visit:

Essex County Council is proud to offer an excellent benefits package to all its employees, including:

• A local government pension scheme (LGPS), a career average scheme with employee and employer contributions
• Annual leave entitlement of up to 29 days per year (depending upon grade and length of service)
• Purchase of additional annual leave (up to agreed limits)
• Flexible working arrangements (for most roles but depending upon service requirements)
• Discounted shopping through a dedicated Reward Portal (including discounts at major supermarkets)
• Training and development and payment of professional fees (approved professions only)
• Employee assistance programme provided in-house (wellbeing and counselling provision)
• Childcare vouchers, through salary sacrifice
Please note ECC regularly reviews its reward and benefits

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

We seek the best talent from the widest pool of people as diversity is key to our success.