Specialist Customer Service Adviser - Oxford Council

Oxfordshire County Council - Specialist Customer Service Adviser (Home Based Role)

Location: Floor HOME BASED, Speedwell House, Oxford, OX1 1NE (Home Based)

Contract: Initial contract to 4th April 2021

Hours: Monday to Friday / 9:00am – 5:00pm

Payrate: £11.41 an Hour

Job Purpose:

This will be a home-based role whilst we are still working from home due to Covid.

Although this is a customer service role, the Social & Health Care Team are the front door to Adult and Children Social Services.

The team complete assessments for service users that require support with day to day living.

The calls can take up to 45 minutes to complete taking detailed information from the service user about how they manage day to day.

This is not a data entry role, but assessments are completed computer based.

Duties answering customers enquiries by phone, using a headset and laptop, email, and social media.

Completing assessments / referrals with the service user / family / carers detailing how they manage day to day. Completion of Adult Safeguarding alerts.

Signposting to relevant organisations.

Staff will need to show empathy whilst dealing with calls that may be of difficult / challenging nature.

Main Responsibilities:

Researching information for customers and either resolving their enquiries or directing them to a relevant and more appropriate service.

Completion of an initial assessment including referrals for adult social care.

Prioritise and place service users on social care allocation lists.

Assessment for and ordering of disability aids.

Identify and complete adult safeguarding referrals.

Completion of Carers assessments, support plans and reviews.

Responding to general enquiries relating to children's social care and children's safeguarding concerns via telephone and email,

and responsible for checking social care databases and accurately recording relevant information on forms for internal teams including the Probation service and external partners including the Police and Ofsted.

Ability to make independent decisions and identify when to refer complex enquiries to relevant specialists in the team, and other teams within the organisation.

Dealing tactfully with complaints and escalating service user complaints appropriately; passing relevant feedback to managers to improve service delivery.

Using a range of in-house database systems to search, read and enter service user details, and Microsoft Office including a knowledge of Outlook and Word.

Recording service specific statistics for monitoring purposes.

Ability to work as part of a team as relevant, to deliver the best outcomes for service users, and met and exceed team aims and objectives.

Ability to support less experienced members of staff through development and training activities using a coaching style.

Identify opportunities for process improvements, supporting the management team to implement changes. Identify and change incorrect or missing information within the knowledge base.

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Nana Kyeremeh on 0208 514 9137 or Email nanayawk@4recruitmentservices.com