Customer Services Advisor

Directorate: Social Care Health Integration and Wellbeing
Section: Telecare and Lifelines
Grade: Level 6 (plus shift enhancements)
Actual Salary: £26,421 - £28,770
Hours: 37
 
This advert is open to both Internal and External applicants.
 
This is a temporary post for 12 months.
 
The Lifeline Service provides a 24/7 service answering community alarm activations over the telephone, promoting home and personal safety enabling people to live independently in their own homes.
 
We also provide the City Council's out of hours emergency service taking telephone calls from residents and tenants over a wide range of subjects.
 
We are looking for someone who can: Use our telephone and computer systems to report and respond to reports of emergency situations.
 
Provide advice and reassurance to customers in difficult and emergency situations, which may include liaison with the police, ambulance, fire service, next of kin, neighbours, contractors and other council staff.
 
Be able to work a range of shifts in our rota which operates 24 hours per day 365 days per year, and also be able to work additional shifts as required to ensure that adequate cover is provided 24 hours per day.
 
Have the ability to remain calm in stressful situations and able to present a patient and sympathetic approach to our customers.
 
Have an interest and commitment to working with the elderly and an awareness of the types of problems experienced by elderly people.
 
Have the
ability to deal with complex and diverse customer on enquiries on your own initiative as well as working effectively within our team.
 
A full job description and person specification is attached. 
 
Please note that if an employee who is currently at risk of redundancy within the organisation applies for this vacancy their application will receive priority.  If this happens you will be advised accordingly.
 
Equality, Diversity and Inclusion
Stoke-on-Trent City Council values the diversity of its community and aims to have a workforce that reflects this – we therefore encourage applications from all sections of our community. We celebrate diversity and are committed to creating an inclusive environment for all employees – a place where we can all be ourselves and succeed together.
 
To Apply - please visit our website https://webrecruitment.stoke.gov.uk/wrl/ If you have any queries or want an application form in another format, please email recruitment@stoke.gov.uk or call us on 01782 238189.