Customer Support Advisor

6 months ago

Hammersmith, United Kingdom 4Social Work and Public Sector Staffing Full time

**Customer Support Advisor - Hammersmith & Fulham (Temp Vacancy)**

**Pay Rate: 17.27ph**

**Full-Time (36 hours)**

**Responsibilities**:

- Where appropriate signpost residents to the most suitable support service within the council, health and voluntary community sectors and financial support depending on their circumstances (Direct Payments, Housing Benefit for Discretionary Housing Payments or for Housing Support Payments)
- To capture accurate and detailed information to pass to the social care team within community connect or other council departments where a complex enquiry is made
- To access and record actions on the council’s CRM and Mosaic database systems relevant information and services, for example, completing contact forms, contact assessment to establish prevention and early intervention needs or other wrap around support service e.g. food bank referral, older person digital inclusion training, befriending service, welfare check calls
- To capture and update relevant customer information in CRM and Mosaic systems
- Where a resident makes you aware they are on package of care plan, or direct payment plan you will deal with their enquiry at first point of contact sign posting or making the relevant referral to specialist team within social care and update systems accordingly on advice given and action taken to manage resident expectations
- Where hardship is identified make referrals to the Welfare Benefit Team for income maximisation or to voluntary community sectors e.g. citizen advice, age concern, crosslight or other financial debt advice organisations.
- Encourage and promote direct payments to residents to sign up to remain independent and choosing their own carers to support their care needs.
- To work in a performance management driven culture with SMART objectives linked to the overall key performance indicators, customer satisfaction and first contact resolution targets.
- To act as an ambassador for excellent customer service standards taking ownership for resolving each customer enquiry
- To act as positive role model for other staff members, and convey the LBHF standards and values at all times
- To quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience

**We offer**:

- 24 hour one on one specialist consultant based within your geographical area
- 4Recruitment Services Employee Benefits Programme
- Our own dedicated payroll support ensuring you get the full benefits of your payment

**Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.**

**Job Description

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