Customer Advisor

North East Combined Authority; Tees Valley; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

Middlesbrough Council is seeking a Customer Advisor to join the Access Safeguarding Team on a fixed-term basis until 31 March 2028. You will handle calls and emails from the public and professionals, and input referrals with sensitivity and care.

The role involves signposting, initial information gathering for social work, and working in a busy environment with supervision and training provided. DBS check is required; sponsorship is not offered.

Qualifications

• Strong communication and empathy when dealing with sensitive referrals.
• Ability to work in a busy environment with tight timescales.
• Commitment to providing an excellent customer experience.

Responsibilities

• Take incoming calls and emails relating to safeguarding queries.
• Input new referrals and perform low-level decision making.
• Signpost individuals to appropriate services and support the social work team.
• Maintain accurate records and comply with safeguarding and DBS requirements.

Skills

Effective communication

Interpersonal skills

Handling sensitive information

Teamwork

Job description

Please note that this is a fixed term post due to end on 31.03.2028.

Are you looking for a new challenge? If so, we are currently seeking to recruit a Customer Advisor to work within our Access Safeguarding Team.

The Access Safeguarding customer advisor role will involve taking incoming calls and emails in relation to a range of queries from members of the public and professionals.

The role also involves inputting new referrals onto the system, low level decision making with referrals taken, which may involve signposting individuals to the right services and supporting the social work team with initial information gathering.

The Access Safeguarding Team works with adults over 18 who have a range of needs for example physical or mental health needs; substance use; domestic abuse and homelessness.

We are therefore looking for a customer advisor who has good interpersonal skills and is able to process referrals of a sensitive nature.

Applications are sought from individuals who are committed to demonstrating the values of Middlesbrough Council and who will also:

• Have effective communication skills.
• Be able to work in a busy environment and to tight time scales.
• Be committed to providing an excellent customer experience.

We will support you by providing regular supervision and access to training.

*Please note that as this is a career link grade post, a level of independent practice would need to be evidenced to move through to the higher grade.

For any further enquiries please contact

If this is you, this may be the opportunity you are looking for!

If you would like to talk through this opportunity further, please contact Claire Nightscales - Access Safeguarding Team Manager on 01642 065070 (choosing options 1 and 1 again) or email [e-mail]

Please note Middlesbrough Council do not currently offer sponsorships.

We operate a Guaranteed Interview Scheme for applicants that can show they meet all the essential criteria and have indicated they have a disability, are a looked after young person, care leaver or a veteran.

The above post is subject to an enhanced Disclosure and Barring Service (DBS) check.