Customer Service Wellbeing Advisor

Customer Service Wellbeing Advisor 
Temporary Position
£12.40ph (£23,893pa)
37hours a week
Ipswich Town Centre 
 
 
 
Pure are working with a public sector organisation that has an exciting opportunity to join their Customer First Team as an Independence and Wellbeing Advisor.

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 (telephone, email, webchat), dealing with a diverse range of individuals with a variety of queries and demands of differing complexity.
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
• Expected to manage across different contact channels (telephone, email, webchat) and multi-task while providing exceptional Customer Service in a pressurised target-driven environment
• Responsible for dealing with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals, and you will be expected to use your skills and knowledge to support customers to achieve the best outcome, in line with Suffolk’s organisational values, drivers and operating models. 
• Responsible for a seamless transition between day and night services enabling the council to fulfil its statutory duties to vulnerable adults, children and families. 

This is an exciting opportunity for anyone wanting to gain experience within Social Care, this is an opportunity to develop knowledge and support those in the community.
Key responsibilities:

• To communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care 
• Maintain effective use of customer information systems and databases to ensure high-quality and accurate recording and data quality
• Work quickly and effectively to ensure information is passed to the appropriate team or worker as soon as possible
• Provide accurate and effective advice and guidance to customers, always seeking clarification where unsure, in order to provide accurate advice. 

Key skills:

• Passionate about Social Work & delivering
• Good level of literacy and numeracy skills 
• Evidence of continued professional development
• Relevant compute literacy (Explorer, Chrome, Word, Excel, Outlook)
• The ability to problem-solve and define a problem systematically 
• Demonstratable understanding of data protection and safeguarding legislation
• The ability to clarify tasks and prioritise work to achieve deadlines
• The ability to make decisions in pressurised situations.

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