Customer Service Advisor

Lincolnshire County Council; Burton CP; On-site; GBP 22,000 - 28,000; Full time

Job summary

A local government authority in the UK is seeking a Customer Service representative to join their Adult Care Team. This role acts as the first point of contact for inquiries related to Adult Care services and requires the ability to handle complex and sensitive communications. Applicants should have experience in customer service environments and excellent communication skills. The position involves maintaining accurate records and providing high-quality customer support. Flexibility in working hours is essential, with on-site requirements at Lancaster House, Lincoln City Centre.

Qualifications

• Experience in a busy Customer Service or Contact Centre environment.
• Understanding of confidentiality and data protection principles.

Responsibilities

• Act as first point of contact for Adult Care-related enquiries.
• Handle inbound calls and emails from residents and professionals.
• Provide information regarding Adult Care and Wellbeing Services.

Skills

Excellent verbal and written communication skills

Strong customer service ethos

Ability to manage complex conversations

Good IT skills

Attention to detail

Job description

Overview

The Customer Service Centre is the first point of contact for many Lincolnshire County Council services, including Adult Care, Children's Services, Highways, Registration & Celebratory Services, and Library Services. This role sits within the Adult Care Team and focuses on providing information, advice, and access to services using a strength-based approach to support residents in maintaining independence and wellbeing. The role involves handling complex, sensitive, and sometimes emotive contacts from members of the public and professionals via telephone and email.

Responsibilities

• Act as the first point of contact for Adult Care-related enquiries
• Handle inbound telephone calls and emails from residents and professionals
• Provide information and advice regarding Adult Care, Lincolnshire Carers Service, and Wellbeing Services
• Receive and accurately record safeguarding concerns
• Use a strength-based conversation approach to support positive outcomes
• Gather relevant and accurate information to determine appropriate next steps
• Maintain accurate records through direct input while speaking with customers
• Apply professional curiosity and effective call control techniques
• Deliver a high-quality, customer-focused service at all times

Experience & Knowledge

• Experience working in a busy Customer Service or Contact Centre environment
• Experience within a social care setting is desirable but not essential
• Understanding of confidentiality, data protection, and safeguarding principles (desirable)

Skills & Competencies

• Excellent verbal and written communication skills
• Strong customer service ethos and empathetic approach
• Ability to manage complex, sensitive, and emotional conversations
• Confident multitasking, including typing while talking (direct input)
• Good IT skills with the ability to learn new systems quickly
• Strong attention to detail and accurate record-keeping
• Ability to work effectively under pressure in a fast-paced environment

Additional Requirements

• Willingness to work flexibly between 8am and 8pm, Monday to Friday
• Ability to work on-site at Lancaster House, Lincoln City Centre
• Commitment to ongoing training and professional development
• Public-facing role requiring excellent spoken and written English