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Specialist Customer Service Adviser

5 months ago

Oxford, United Kingdom Oxfordshire County Council Full time

**Job details**:
**Salary range**: £24,948 - £30,151 per annum
**Work location**: County Hall, Oxford - a blend of office-based and home working
**Hours per week**: 37 - we are open to discussions about flexible working
**Contract type**: Temporary for 12 months

**Interview date**: TBC

**About us**:
We are looking for new colleagues to work for our Customer Service Centre in the centre of Oxford. This Centre is dedicated to supporting customers in various sensitive circumstances and ensuring that their needs are met without any inconvenience. We are always learning and daring to do things differently by continuously improving our services and support for our residents.

**About the role**:
Your responsibilities will include:

- Making outbound calls to customers following up on their enquiries.
- Processing customer enquiries/referrals for Adult Social Care and our support partners, making decisions regarding their needs and consulting our Professional Support Team on priority cases.
- Interrogating and updating our Adult Social Care database, looking up information for customers and either resolving their enquiries or providing them with other sources of information as necessary.
- Liaising with your Team Leaders, peers, Professional Support and external agencies to progress customer cases, following through to conclusion.

**About you**:
We are looking for a polite and caring individual who can efficiently perform and adapt to a continually changing environment. A conversational member of staff who is open-minded and who looks forward to engaging with team members as well as vulnerable customers in a welcoming and supportive manner.
- Do you have previous experience working in the care sector dealing with vulnerable adults or are you seeking to start a career in Social Care?
- Are you an effective listener & do you have excellent verbal communication skills with a wide range of people and the ability to deal empathetically with difficult or upsetting conversations whilst remaining professional?
- Do you have the capability to support the needs of vulnerable customers and undertake strength-based conversations to draw out their needs?
- Do you have a genuine interest and desire to help others and an understanding and empathy towards the needs of others?
- Do you have customer service experience and able to deliver that in difficult situations?

If you think yourself capable of these duties and would like the opportunity to build a career in Social Care and develop your skillset, we would love for you to join us.

**Rewards and benefits**:

- Culture of flexible working
- Technology to support agile working where role permits
- Up to 31 days holiday p.a. plus bank holidays
- Option to ‘buy’ additional holiday
- Employee Assistance Programme including access to health and wellbeing support
- Membership of the Local Government contributory pension scheme, with an employer’s contribution of up to 19.9%
- Enhanced family friendly policies
- Local and national discounts for shopping and travel
- Great learning and development opportunities to support your ongoing development

**Would you like to know more?**:
**Please click here to view the Job Description and Selection Criteria**

**Application Procedure**:
**_Our commitment to:_**
**_Equality, Diversity and Inclusion_**
- At Oxfordshire County Council we are proud of our diverse workforce. Everyone is accepted for who they are, regardless of age, disability, gender identity, marital status, race, faith or belief, sexual orientation, socioeconomic background, or on maternity or family leave. We have a number of staff network groups which provide peer support, education and safe spaces for all.**_Our commitment to:_**
**_Guaranteed Interview Schemes_**
- As a Disability Confident employer, we guarantee an interview for disabled applicants who meet the essential criteria for the job. We also guarantee interviews to care leavers who have completed further education and who meet the essential criteria for the job. For those leaving care without any further education, we guarantee an interview for our apprenticeships. We are also committed to helping and supporting those transitioning from HM Armed Forces to civilian life and guarantee an interview for those demonstrating the essential criteria for the role, within three years of leaving the service._

**_Our commitment to:_**
**_Safeguarding_**
- Oxfordshire County Council are committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect these commitments._

**_Our commitment to:_**
**_Flexible Working_**
- We are open to discussions about flexible working, which can include flexi-time, part time working, job sharing, nine-day fortnights and annualised hours, depending on the requirements of the role and the service.**_Follow us on So