Address- Customer Services act as the ‘front door’ for customers needing assistance with all services provided by Somerset Council
- This is a busy and highly rewarding role, handling high volume customer enquiries relating to Adult Social Care
- It offers hybrid working, with 2 days per week required in the office (once trained) and the remaining days can be home or office based as you wish.
- It’s a full-time position (37hrs), based in our modern offices in Deane House, Taunton.
- Annual leave: 25 days
- Customers can contact us between 8.30-5pm Monday to Friday so, your work pattern will be within these hours.
What will I be doing?
In this post as a Customer Service Officer, you will be joining the adult’s team, providing ‘front door’ support for Adult Social Care. ‘Front door’ support means you will act as the first point of contact for customers needing advice and assistance about any service associated to Adult Social Care, which makes it a really interesting role. You will handle each enquiry with care and understanding, offering quality support and guidance before and in lots of cases instead of, transitioning the customer to specific service teams. Customers include members of the public, professionals and our own councillors.
Adult Social Care supports people who are older or living with disability or physical or mental illness (aged 18+) to live independently and stay well and safe. We’re working to improve the lives of individuals here in Somerset – and you’ll be a key part of that.
You will spend most of your time talking with customers over the telephone or handling email enquiries however, customers can interact with the Council in many ways. Customer Service Officers handle multi-channel interactions which can also include face to face interaction and digital solutions. The variety of enquires through to this team is extensive and could include supporting people.
- who are concerned about the wellbeing of a family member, friend, neighbour?
- who are concerned about themselves?
- who are carers themselves and in need of support?
- who may need help with personal care, mobility, and day to day activities?
- who may have a learning disability or physical disability?
- who may have mental health (MH) conditions or require MH intervention?
- who are raising safeguarding concerns and reporting those at immediate risk?
Your day-to-day work will involve:
- Talking to customers, predominantly by telephone
- Providing excellent ‘person centred’ customer advice and guidance.
- Having strength-based conversations to determine the best way forward.
- Providing advice for vulnerable residents of Somerset
- Signposting to services and organisations best suited to the customers’ needs
- Carrying out care assessments and financial assessments
- Making appropriate referrals through to Adult Social Care
What kind of experience or qualifications do I need?
Customer demand for our help continues to grow meaning we are an incredibly busy team, and the nature of the work can be challenging and emotive. Therefore, you’ll need the skills and behaviours to really thrive in this environment.
- Excellent Customer Service skills including listening, empathy, understanding and kindness.
- Excellent all round communication skills including strong telephone manner.
- Confidence and resilience to handle high volume, sensitive and emotive interactions.
- Good computer skills, confidence to learn new systems and use multiple technologies.
- Enthusiasm to learn about our services, a positive and calm way of working and a problem-solving mindset.
- Professionalism to adhere to process and understand the confidential and sometimes difficult nature of interactions we handle.
- Experience is not essential; however, it will be useful and if you do have experience of any of our services on a personal or professional basis then please make this clear in your application.
We offer ongoing support, training and guidance to help you be the best you can be, and you will be well supported by your manager and team with regular one to ones and coaching.
We’re proud to be here for the people of Somerset. And that means everyone in Somerset. An important part of this is ensuring that we are as diverse and inclusive as the people and communities we serve.
We welcome applications from a diverse range of backgrounds and experiences to enrich our team. You can always contact the hiring manager for a chat if there’s anything you want to talk about before you apply.
What's in it for me?
We are proud to offer an environment that is supportive and rewarding, working as part of a team who are passionate about the work they do to improve the lives of people in Somerset.
We offer great training and development opportunities, with supportive management. As well as this, we have some fantastic employee benefits available:
- We promote a healthy work-life balance and offer flexible working arrangements wherever possible, including working from home.
- Generous annual leave allowance, with the opportunity to purchase additional leave
- Staff discounts in gyms.
- Employee Assistance for the times you may need some support and a variety of employee wellbeing services.
- Auto enrolment onto our generous Pension Scheme and optional pension enhancement through our Additional Voluntary Contribution scheme.
- A Flexible Benefits Scheme via salary sacrifice to obtain a cycle for work and health screenings.
- My Staff Shop offering discounts in shops, online shopping, restaurants, cinema tickets, insurance benefits and more
Anything else I should know?
When completing your application/CV please provide your full employment history and ensure that any gaps in employment are explained. Please start with your current or most recent employment.
If you would like to find out more about this exciting opportunity before applying, please email Sarah Ralls sarah.ralls@somerset.gov.uk.to arrange an informal chat.
The salary for this role is £23,893 - £25,979 per annum for full time hours.
If you have all the information you need, just hit the apply button - we can’t wait to hear from you.
Job Reference: SCC04718
