Specialist Customer Service Advisor

**Specialist Customer Service Advisor**

**Salary: £32,076 - £35,745**

**Contract Type: Permanent**

**Vacancy Hours: An average of 37 hours per week**

**Weekend working and bank holidays**

**Shift patterns will be worked on a rota basis, Monday - Sunday**

**Location: Northallerton - hybrid working available.**

**We are recruiting for Specialist Customer Service Advisors to join our successful team.**

The Specialist Customer Service Advisor supports the Emergency Duty Team for North Yorkshire and York through a range of shift patterns to provide 24/7 coverage. Shift patterns will include weekends and bank holidays on a rota basis. The role includes enhancements for night shifts, weekends, and bank holiday work where applicable. This could allow you to earn an £44 additional for each night shift and an additional £30 for each day worked over the weekend. These enhancements would total approximately £4,500 annually.

You will ensure appropriate access to more complex services including, but not limited to, Health and Adult Services, Mental Health Services and Children’s Social Care. You will be committed to safeguarding and promoting the welfare of children, young people, and vulnerable adults.

You will be equipped to understand how to assess customers against defined eligibility criteria and use high-level communication skills, including listening and building empathy, consultation, and negotiation to ensure positive outcomes for the customer. Where a customer does not meet the criteria, you will signpost to alternative provisions provided by North Yorkshire Council, other statutory agencies or within the community. You will provide appropriate information, advice and guidance as defined by the service area and ensure accurate and defensible recording of all customer contacts and requests using the appropriate databases.

Mandatory training and induction will be delivered during daytime hours, Monday - Friday for up to eight weeks at County Hall. After successfully completing your training, you will be able to claim for overnight and weekend working where applicable and hybrid working will be available, with a number of days required in the office.

**We are looking for an individual who**:

- Is organised and has experience in dealing with complex customer needs that may be vulnerable or distressed.
- Has experience in using client databases and other IT software.
- Has experience in managing confidential and sensitive information.
- Has high-level communication skills, including listening and building empathy.

**The successful applicants will be able to demonstrate**:

- An understanding of General Data Protection Regulation (GDPR).
- An understanding of accurate and defensible recording using available technology.
- An understanding of safeguarding/vulnerability issues.
- An understanding of equality and diversity issues.
- An understanding of the range of social care services.

**Enhanced Level DBS Disclosure is required for appointment to this post.**

**Please include your preference for either daytime or out of hours shifts.**

**Key Dates**:
Closing Date: 29/09/24

Interview Dates: Week commencing 7th October

Venue for Interview: County Hall Campus, Northallerton DL7 8AD

Please note, the interview will take up to 2 hours

We are committed to meeting the needs of our diverse community and aim to have a workforce reflecting this diversity. We are also committed to safeguarding and promoting the welfare of children, young people and adults. We expect all staff and volunteers to share this commitment.

North Yorkshire Council (NYC) advertise vacancies on behalf of schools and external organisations (third parties) in North Yorkshire. NYC are not responsible for the recruitment/employment practices of third parties and accept no liability in relation to the vacancy and any subsequent recruitment/employment processes. Enquiries regarding the vacancy or practices should be made directly with the third party.

**Job Types**: Full-time, Permanent

Pay: £32,076.00-£35,745.00 per year

Work Location: Hybrid remote in Northallerton, DL7 8QT