Job Description

Customer Service Advisor In this crucial and sensitive role for the Carer's Service, you'll be responsible for making pre-booked and adhoc outbound calls to unpaid carers. You will need to have high level emotional intelligence and use professional curiosity to be able to build an immediate rapport with the carer. During a single call, your role will be to determine the details of their caring role, how it is impacting them and help them to identify solutions to any problems identified.

Customer Service Advisor You will need to utilise the in-house Mosaic system to plan your calls and understand background details and liaise with other involved professionals to prepare for your calls and make appropriate onward referrals. It will be your responsibility to gather as much information and detail from the carer as possible, using your professional curiosity to fact-find information and more importantly to not take anything at face value. This will all be captured by you, written up against a framework onto our system and next actions/support agreed with the carer. The support provided to the carer is based on the information you have gathered; so, you'll need your clear, concise, and cool-headed but also compassionate communication style to provide that information.

Customer Service Advisor The subject matter of the calls can be very difficult, so you'll naturally need to be a strong and resilient character and be mentally prepared to deal with situations that are sometimes harrowing and distressing. You will also naturally need to be able to adopt an empathetic, caring and compassionate approach.

Customer Service Advisor You will have great knowledge of local services and exceptional customer service skills, particularly with the ability to build rapport with people, to gather information accurately whilst talking on the phone. Ideally you will also have knowledge and/or experience in Social Care.

We adhere to very high professional standards so you need to be able to compile information and present it in a logical manner ensuring that it is clear, concise, and error-free.

Our work is subject to high level and regular scrutiny, so you need to be able to take on board frequent critical feedback.

To be a successful Carer's Service Advisor you will have a passion for supporting unpaid carers, delivering excellent customer service and excellent communication skills.

You must be flexible, possess excellent IT skills with a competency in using Microsoft Office and Windows

You will need to enjoy working in a fast-paced environment, with plenty of variety and a willingness to learn new things.

Main duties & responsibilities

• Provide an exceptional customer service experience to all Carers that reach the Customer Service Centre, regardless of contact method (Telephone, Email, E-referrals, Chat)
• Using your knowledge and judgement, ensure all contacts are dealt with proportionately and in accordance with relevant legislation, policies and procedures (e.g., the care act / framework and safeguarding) and keep up to date with legislation changes as required
• Through effective call control and a strength-based methodology gather the required information showing empathy and understanding to the carers concerns, whilst recording accurately on the appropriate IT systems
• Providing solutions and problem solving for the carer using a strength-based approach
• Provide relevant and accurate information and guidance to support the Carers to maintain their unpaid caring role whilst balancing their own quality of life
• Identification of need for and production and updating of Carers Emergency Response Plans
• Undertake follow up calls to confirm information and advice provided has been successful and provide appropriate outcomes
• Ensure all carers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking carers.
• Liaise with other professionals to identify the most appropriate next steps for the carer
• Identify and prioritise urgent contacts and respond appropriately without delay