Specialist Customer Service Adviser X 2

3 weeks ago

Oxford, United Kingdom Triumph Consultants Ltd Full time

**What's involved with this role**:
**Temporary Specialist Customer Service Adviser x 2 - Social Services**
**Reference no: Oxfordshire 5226215**
**Pay Rate: £11.41 per hour PAYE**
**Standard DBS required for this role**
**This opening assignment is for 6-7 months**
**Main Responsibilities**:

- Researching information for customers and either resolving their enquiries or directing them to a relevant and more appropriate service.
- Completion of an initial assessment including referrals for adult social care.
- Prioritise and place service users on social care allocation lists.
- Assessment for and ordering of disability aids.
- Identify and complete adult safeguarding referrals.
- Completion of Carers assessments, support plans and reviews.
- Ability to make independent decisions and identify when to refer complex enquiries to relevant specialists in the team, and other teams within the organisation.
- Dealing tactfully with complaints and escalating service user complaints appropriately; passing relevant feedback to managers to improve service delivery.
- Recording service specific statistics for monitoring purposes.
- Ability to work as part of a team as relevant, to deliver the best outcomes for service users, and met and exceed team aims and objectives.
- Ability to support less experienced members of staff through development and training activities using a coaching style.
- Identify opportunities for process improvements, supporting the management team to implement changes. Identify and change incorrect or missing information within the knowledge base.
- To develop an awareness and understanding of all relevant legislation e.g. Care Act 2014.
- Undertake any other tasks as directed by the line manager and which are commensurate with the grade for this job.
- To maintain confidentiality and adhere to all Oxfordshire County Council information governance policies, procedures and processes.
- Commitment to and understanding of Equal Opportunities for all in Employment and the delivery of services to customers.
- Familiarisation with the Council’s policies on safeguarding children and vulnerable adults and acting in accordance with the inter-agency safeguarding procedures of the Oxfordshire Safeguarding boards.

**“Role Requirements” - to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria**:
**Qualifications.**
- Minimum requirement of 2 to 4 GCSEs (or equivalent) at Grades A* - C (pre-2018) or Grade 4 or above (post 2018) including Mathematics and English.

**Skills & Experience**:

- Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
- Previous customer services experience or a view on what excellent customer service is.
- A keen interest in social and health care services and related fields.
- Experience of working with vulnerable people.
- Strong IT skills including Microsoft packages or equivalent (e.g. G Suite).

**_To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF_**
**_If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity._**

**“Essential Requirements” - Please check to ensure that your CV addresses the following items**:

- **Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.**
- Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
- Your availability to work either immediately, or at short notice.
- Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

**Other preferable/desirable details to include on your CV, if applicable**:

- Any local authority/public sector experience
- Any relevant qualifications held or being studied for

**Job Ref: Oxfordshire 5226215**

**Anticipated Length of Assignment**: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

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