Customer Service Advisor

**The role**

The main purpose of the role is to provide exceptional customer service to our stakeholders. An integral part of the Information, Advice and Guidance (IAG) Customer Service team; management of incoming queries, referrals and supporting the remote IAG teams to deliver contract requirements.

Office based with flexibility to work from home occasionally

**As our Customer Service Advisor, you will**:

- Deliver quality information, advice and guidance on; Direct Payments, Personal Health Budgets, employment legislation, budgeting, contracting with providers, the use of self-employed PA’s, DBS checks and recruitment, to all stakeholders, including; commissioners (Local Authorities (LA) and Clinical Commissioning Groups (CCG), clients and remote IAG teams.
- Working closely with all stakeholders, to ensure any queries are resolved in a timely manner.
- Promote the services we provide acting as an ambassador for Information, Advice and Guidance services, and Enham Trust.
- Provide administration support to IAG teams, including logging and allocating referrals.
- Administration of DBS’s ensuring all DBS’s are progressed in a timely way
- Support with the production of monitoring reports for management and commissioners.
- Responsibility for the administration of IAG systems, ensuring correct processes is followed.
- Any other duties that may be required from time to time.

**Quality**
- Maintain a high level of quality and accuracy.
- Deliver exceptional customer service whilst ensuring all Information, Advice and Guidance provided is accurate.
- Ensure contract and legislation requirements, KPI’s and internal quality standards are achieved.
- Contribute to our commitment of continuous quality improvement, working collaboratively with all members of the team.

**People Management**
- Support any volunteers in accordance with volunteer guidelines.

**What we are looking for from you**
- Ability to work to targets and deadlines, to prioritise workload and to work under strict time pressures.
- High level of accuracy with attention to detail.
- Ability to use your interpersonal skills to manage relationships with individuals from a variety of backgrounds and with varying communication needs and requirements.
- Experience of working under pressure and to tight deadlines
- Experience of building relationships with customers, internal and external stakeholders.
- Customer service experience.
- Educated to GCSE level or equivalent or qualified by experience.
- Willingness to undertake any qualifications that become deemed as necessary.

**Some of the perks**
- Rising holiday entitlement starting at 33 days including statutory bank holidays
- Discounted healthcare membership
- Cycle to work scheme
- Pension scheme with matched employer contributions up to 6%
- Flexi-time arrangements (dependant on job role)
- Hybrid Working
- Learning and Development scheme offering you internal and external training

**If this sounds like a role that you would thrive in, then we would love to hear from you**

**Apply**

**IMPORTANT INFORMATION**

Enham Trust is accredited as a Disability Confident Leader; as part of this commitment all disabled applicants, who meet the minimum criteria, will be guaranteed an interview. To be considered under the Guaranteed Interview Scheme it’s vital that you declare your disability, impairment or long-term health condition when you apply.

**Job Type**: Part-time
Part-time hours: 30 per week

**Salary**: £10.87 per hour

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work authorisation:

- United Kingdom (preferred)

Work Location: In person

Reference ID: ILA/DP