Customer Service Officer

Customer Service Officer
Southwark
19/hr
Start date: ASAP
Akton recruitment is working closely with the local authorities and we are looking for an experience Customer Service Officer in the Southwark area. The role is working with the Children's and Adults Service. A DBS is required for this role. 3-6 months contract.
PURPOSE OF THE JOB
To support the referral, intake and duty functions for the Duty Pathway within the All
Age Disability (0-25)/Learning Disability (25+) service. This role requires intensive,
direct contact with service users, carers and other professionals and or agencies. To
be responsible for handling incoming calls and enquiries, screening referrals in line
with the Care Act eligibility criteria, undertaking initial contacts and screening
assessments/gathering the necessary and appropriate client information of all new
and unallocated service users and or providing information and advice who present
with immediate needs.
To identify any situation that may require safeguarding and escalate to the Duty
Manager for decision making process.
PRINCIPAL ACCOUNTABILITIES
Responsibilities
1. To be the first point of contact with callers, to respond to queries from service users and carers and escalate to the manager any cases identified that require further assessment, safeguarding or senior oversight and decision making.
2. To respond to all referrals received via phone, fax, e-mail and post. To process incoming referrals and to respond by signposting, providing advice/information referring onto other services as appropriate
3. Conduct front facing interactions with clients either through visits or unannounced client drop in meetings as directed by the Duty Manager.
4. To identify all critical and emergency situations, bring them to the immediate attention of a senior, and undertake any necessary urgent response activity as directed.
5. To accurately record referral and assessment information from service users and other informants and to take the appropriate action as laid down in the community care procedure using the Mosaic and care store systems.
6. To ensure high standards of work and standards of performance are maintained, maximising the use of information technology. To contribute towards achievement of the Council's key performance indicators by processing and reducing all work efficiently and accurately within guidelines and timescales.
Knowledge, including educational qualifications:
1. At least 5 GCSEs Grade A-C or equivilant with evidence and commitment to further traiinnig and self development
2. Excellent working knowledge of Microsoft Office at a level to compile reports (including embedding tables/diagrams), correspondences, presentations, maintaining spreadsheets, meeting arrangements
3. Knowledge of the nature and operation of adult and children's social services
4. Awareness of health and safety issues within an office environment.
5. Understanding and appreciating the importance of and need for confidentially.
6. A general understanding of the principles and applications of diversity in the workplace
7. Understanding of health and safety issues within an office environment.
Experience:
8. Previous experience within a social care/occupational therapy or similar Customer Service setting
9. Experience of working to directorate and corporate policies, procedures and practice including performance frameworks and their application within a social care setting.
10. Experience of compiling and maintaining records and administrative systems.
11. Experience of composing written materials; including original correspondence, appropriate use of email, simple reports and administration of meetings including note/minute taking.
12. Experience of supporting the induction of new staff
13. To have extensive administrative experience, including data input and retrieval.