Independence and Wellbeing Advisor

**Suffolk County Council - Endeavour House, Ipswich, IP1 2BX- Onsite**:

- **£25,183 per annum (pro rata for part time)**:

- **Up to 37 hours per week - Flexible working options available**:

- **Fixed Term or Secondment until 31st March 2026**

Are you passionate about social care and making a difference in people's lives? Join our team as the first point of contact for social care enquiries in Suffolk?

As an **Independence and Wellbeing Advisor**, you will be the first point of contact for social care enquiries relating to Suffolk residents, including Adult Services, Children and Young People’s Services and Mental Health referrals. This will include managing different contact channels to deal with a diverse range of individuals and queries.

This is an excellent opportunity to gain experience and develop your knowledge in social care while supporting the community.

**Your role and responsibilities**

You will be expected to:

- Effectively communicate with customers, actively listening and asking appropriate questions to understand their needs. Accurately identify the reason for contact and provide suitable advice or direct the enquiry to the correct team.
- Maintain accurate and up-to-date customer records within relevant systems. Ensure efficient data input and retrieval to support effective service delivery.
- Prioritise and manage multiple enquiries simultaneously. Promptly escalate urgent cases and transfer information to the appropriate teams as required.
- Provide accurate and helpful advice and guidance to customers, seeking clarification when necessary. Demonstrate empathy and understanding, particularly when dealing with vulnerable individuals.
- Contribute to a smooth handover between day and night services to maintain continuity of care for vulnerable adults, children, and families.

**You will need**
- A passion for social care and a commitment to improving people’s lives.
- Strong communication and interpersonal skills.
- Good literacy and numeracy skills.
- Proficiency in using computer systems (e.g., Explorer, Chrome, Word, Excel, Outlook).
- A systematic approach to problem-solving.
- Demonstrable understanding of data protection and safeguarding legislation.
- The ability to manage multiple tasks, prioritise effectively and meet deadlines.
- Confidence in making decisions under pressure.

**The team**

Customer First works as a team to support one another, we work together to ensure a high standard of service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities.

We will offer an in-depth training plan, both online and face-to-face. You will be supported by a mentor throughout the start of employment as well as a direct line manager. Team Leaders will be available at all times should you have any questions.

**Empowering Everyone**

**For more information**

**How to apply**

**Step 1 -**Read the **Job and Person Profile (JPP) (docx).**

**Step 3 -**Upload a**supporting statement**answering the following questions below (no more than 400 words per question). You should use the **Supporting Statement template**.
- Tell me about a time you had to deal with a vulnerable or distressed customer. How did you handle the situation and what was the outcome
- Describe a time when you had to make a quick decision under pressure. What was the situation and what did you do
- Describe a situation where you had to manage multiple priorities or tasks. How did you stay organised and meet your deadlines?
- What does excellent customer service mean to you, and how do you ensure you deliver it consistently?

**Closing date: 11.30pm, 08 June 2025**

**Interview date: 12th or 13th June 2025**

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Onsite

**As a modern and effective council, we**offer a wide variety of careers to suit people with a range of**skills, abilities and ambitions. We offer working options that**flex to reflect the way people work today and take the time to**understand and support your individual needs. We’re driven**to make a positive difference to the world around us and**encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.**

In return, you’ll enjoy:

- up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
- membership of a competitive Local Government Pension Scheme (LGPS)
- travel, lifestyle, health and wellbeing benefits
- performance-related annual pay progression, in addition to an annual cost-of-living pay increase
- training and encouragement to expand your knowledge
- a variety of career development opportunities across our org