Specialist Customer Service Advisor

4 weeks ago


Oxford, United Kingdom The Recruitment Group Full time

**The Recruitment Group**
We're on the lookout for a Specialist Customer Service Advisor for our well-established client in Oxford on a temporary basis for 5 months
**About the role**:
As a Specialist Customer Service Advisor, you will be responsible for:

- 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.
- Using a range of in-house database systems to search, read and enter service user details, and Microsoft Office including a knowledge of Outlook and Word.
- 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 organisation 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 organisation’s policies on safeguarding children and vulnerable adults and acting in accordance with the inter-agency safeguarding procedures of the Oxfordshire Safeguarding boards.
- Any other duties as may be deemed necessary to carry out the full remit of the role.

**Shift**:
**Working Days**:Monday to Friday
**Working Hours**:08:30am to 17:00pm
**Hourly rate**:£11.41 per hour
**About You**:

- Experience of working in Customer Service
- Good administrative and ICT skills with the ability to prioritise workloads
- Excellent work ethic
- Excellent communication skills
- Self-motivated with the ability to work independently

**We wish you the best of luck in your job search**
If you would like to know how we will store and process your data, please visit gdpr-data-protection to read our GDPR Data Protection Statement.
**If you would like to know how we will store and process your data, please visit The Recruitment Groups home page to read our GDPR Data Protection Statement.



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