Specialist Customer Service Advisor

2 weeks ago

Oxford, United Kingdom The Recruitment Group Full time

We are on the lookout for a Specialist Customer Service Advisor to join our well-established client in Oxford on a temp to perm basis. The hourly rate is £11.41 per hour. This is a full-time role working Monday to Friday with no weekends.

Our client is the elected body responsible for the most strategic local government services in the county. These services include but are not limited to education, social services, public health, highway maintenance, waste disposal and more.

**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.

I am really keen to speak to anyone who has previously worked in customer service or who has a genuine interest in helping people.

**We wish you the best of luck in your job search**

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