Care Services Access Specialist - Hybrid/Flexible Hours

Somerset Council; Taunton; Hybrid; GBP 27,000 - 29,000; Full time

Benefits offered by this job

25 days annual leave

LGPS pension

Flexible and hybrid working

Health and wellbeing support

Paid volunteering opportunities

Ongoing training and support

Hybrid working after training

Office at County Hall, Taunton

Job summary

Somerset Council is seeking a Customer Service Advisor in Taunton to be the first point of contact for residents, carers and professionals seeking advice and access to adult social care services. You will handle enquiries across phone, email, webchat and face-to-face channels, guiding on information, advice and support.

The role supports a broad range of council services with emphasis on empathy, professionalism and timely responses.

Qualifications

• Excellent customer service skills, including empathy, patience, understanding and kindness.
• Strong communication skills with the ability to adapt your approach to different customers and situations.
• An excellent telephone manner and confidence communicating across a variety of channels.
• Resilience and professionalism when dealing with complex, sensitive or emotive enquiries.
• Good digital and IT skills, with the ability to learn new systems and work across multiple technologies.
• Strong attention to detail and the ability to maintain accurate records.
• A calm, positive and solution-focused approach to problem solving.
• The ability to work effectively as part of a team while managing your own workload.

Responsibilities

• Respond to customer enquiries across multiple channels, delivering a high standard of customer service.
• Listen carefully to customer needs and provide clear, accurate information and guidance.
• Support residents, carers and professionals to access Adult Social Care services and other council services.
• Handle sensitive, complex and sometimes urgent situations with confidence and empathy.
• Resolve enquiries at the first point of contact wherever possible.
• Maintain accurate customer records in line with council policies and data protection requirements.
• Use a range of digital systems and technologies to manage enquiries and service requests effectively.
• Work closely with colleagues and service teams to ensure customers receive the right support at the right time.
• Promote digital self-service options where appropriate.
• Contribute to continuous service improvement by identifying trends, sharing feedback and suggesting improvements.
• Support reception services and provide assistance on more complex enquiries when required.

Skills

Empathy

Customer service

Multichannel communication

Telephone manner

Teamwork

Digital skills

Tools

Digital systems

Data protection

Job description

Somerset Council is seeking a Customer Service Advisor in Taunton to be the first point of contact for residents, carers and professionals seeking advice and access to adult social care services. You will handle enquiries across phone, email, webchat and face-to-face channels, guiding on information, advice and support.

The role supports a broad range of council services with emphasis on empathy, professionalism and timely responses.