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Out of Hours Customer Service Advisor

2 months ago

Lincoln, United Kingdom Essential Employment Full time

Out of Hours Customer Service Advisor needed in Lincoln, £12.08ph PAYE - Reference: 362824

25 hours per week

To provide a helpful, professional & efficient contact handling experience to all customers contacting the Customer Service Centre; across all contact channels, using the appropriate telephony system and social care case management system.

  • Working as a Customer Service Advisor, within the Out of Hours Team to provide a helpful, professional & efficient contact handling experience to all customers contacting the Customer Service Centre; across all contact channels, using the appropriate telephony system and social care case management system, within a PCI compliant environment. 
  • Using the Social Care framework & Care Act Legislation, undertake initial information gathering for assessment of the customer's needs, identifying appropriate information, advice, next steps and a suitable resolution or signposting. Whilst ensuring all information received and decisions made are recorded accurately within the specialist social care system.
  • Provide an exceptional customer service experience to all customers that contact the Customer Service Centre, across all available contact channels, ensuring they are at the centre of your decision making
  • Achieve your individual and team objectives and KPI targets
  • Through effective call control, questioning and fact finding, correctly gather the required information showing empathy and understanding to the customers concerns, whilst recording accurately on the appropriate IT systems
  • Using your social care knowledge and judgement ensure all contacts are dealt with in accordance to relevant legislation, policies and procedures (e.g. the care act / signs of safety framework and safeguarding) and keep up to date with legislation changes as required
  • Process contact enquiries and/or signpost customers; utilising all available knowledge via service specific IT systems and service scripting as detailed on the CRM system
  • Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking customers.
  • Liaise with other professionals to identify the most appropriate next steps for the customer
  • Identify and prioritise urgent contacts and respond appropriately without delay
  • 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 Regularly contributes to the creation of knowledge base content or identifies where amendments are required
  • 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
  • Respond positively to change and take a flexible approach to all aspects of work
  • Comply to the Customer Service Centre's PCI data security standards and protocols
  • 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 service

This is a part time role on a temporary basis.

If you are interested in the role please apply on our website with your CV, alternatively you can email your CV to  quoting the reference number.

Essential Employment is acting as an Employment Business in relation to this vacancy. Essential Employment is an Equal Opportunities Employer.

All our roles may be subject to pre-employment checks including references so please be prepared.

Due to high volumes of CVs received we are not able to respond to all unsuccessful applications. You will always however hear from us by phone if we are able to take your CV forward to the next stage.

You can also follow us at Twitter/Facebook/LinkedIn or via our website www.essentialemploy.co.uk.