Care Bureau Support Officer

6 months ago

Nottinghamshire, United Kingdom Nottingham City Council Full time

**We are looking for a Care Bureau Support Officer to join the team within Adult Homecare, to work 15:00-23:00 Saturday and Sunday (15h/week)**

We’ve got an exciting opportunity available for talented individuals to join our workforce - perhaps this is the opportunity you’ve been waiting for? Read on to find out more

Nottingham City Council is known for inclusivity and innovation, and we are continually working around the clock to deliver services for Nottingham’s citizens, visitors and investors.

Our aspiration is to make Nottingham a Great City, but to do this we need to be a Great Council, provide Great Services and recruit and develop a Great Workforce.

We will value your contributions, promote flexible and modern ways of working, will double your monthly pension contributions, offer a very generous 25-32 days holiday package each year (exclusive of public bank holidays and dependent on length of service) and give you the option to purchase up to 28 days additional holiday tax-free

We particularly want to hear from you if you are from the Black, Asian and Minority Ethnic community, identify within the Lesbian, Gay, Bisexual and Transgender community (LGBT) and if you are Disabled - these groups of people are underrepresented in our workforce, and we’d like to reflect our local population more through our recruitment processes.

Nottingham City Council are also committed to safeguarding and promoting the welfare of Children and Vulnerable Adults and we expect all workers to share in this commitment.

**TEAM INFORMATION**

The main responsibilities of the role are:
To provide a one stop customer access point for adult social care provider services, dealing with, recording and signposting enquiries and referrals. Reroute calls to an appropriate person, ensuring that the customer receives an appropriate and timely response to their query.

Responsibility of sourcing packages of care and the allocation of both in-house and external providers, in line with prescribed procedures ensuring accuracy and confidentiality is maintained of all data/information provided/entered onto ICT systems.

Interpret complex queries/problems that are generated from customers in order to meet customer’s needs. Respect the confidential and sensitive nature of customer enquiries and handle difficult or potentially aggressive situations appropriately.

Responsible for the effective, efficient 'scheduling' and 'routing' service of all confirmed care bookings, referrals and requests received from (Care Bureau Advisors, members of the public, commissioners, health/assessment colleagues, citizens and Adult Social Care Provision employees.

Work effectively within a team, sharing knowledge with colleagues and partners, working flexibly and participating in team-based activities.

To be flexible in working contracted hours over an extended working day and a 7-day working week (including bank holidays on occasions).

This is a challenging but rewarding role within a fast-paced service area and would suit someone who can work accurately and efficiently both on their own and as part of a team.

**ESSENTIAL REQUIREMENTS**
- Excellent customer service skills, and the ability to work in a busy customer contact centre.
- Ability to search, process and maintain manual and computerised records, including numerical calculations.
- Ability to assist in resolving and monitoring complex customer queries or complaints. Ability to accept constructive feedback, engage positively with decisions made, and adapt to new ways of working

Please see the Job Description / Person Specification **here
Please ensure you read our Terms and Conditions information, which includes advice on pay, annual leave and hours of working, and our Total Rewards Package, which includes information on some of the great benefits when working for Nottingham City Council.

This post is covered by the statutory duty under Part 7 of the Immigration Act (2016) (English Language Requirement for public sector workers) and therefore the ability to speak fluent English, as detailed in the job description and person specification, is an essential requirement for the role.

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