Customer Service Advisor

Stoke on Trent City Council; Stoke-on-Trent; On-site; GBP 26,000 - 29,000; Full time

Job summary

A municipal organization in Stoke-on-Trent is looking for two enthusiastic Customer Service Advisors to join their Occupational Therapy team. The role involves handling initial inquiries, assessing client needs, and ensuring risk cases are prioritized. Candidates should have strong communication, interpersonal, IT skills, and attention to detail. Full training will be provided to support career progression within the team.

Benefits

Full training provided

Career progression opportunities

Qualifications

• Good communication skills to engage with callers.
• Interpersonal skills to effectively interact with diverse clients.
• Proficiency in IT systems for recording information.
• Attention to detail to ensure accurate information capture.

Responsibilities

• Act as the first point of contact for incoming calls.
• Gather necessary information to determine support needs.
• Assist in prioritizing cases based on risk.

Skills

Communication skills

Interpersonal skills

IT skills

Attention to detail

Job description

Directorate: Adult Social Care & All Age Commissioning
Section: Adult Social Care
Location: Civic Centre
Grade: Level 5
Salary: £26,403 - £28,598 per annum (subject to review)
Hours: 37 hours per week

This advert is open to both Internal and External applicants.

We are looking for two dedicated, enthusiastic and self‑motivated Customer Service Advisors (CSAs) to join our strong team of Occupational Therapists, OT Assistants and Support Staff.

The team (Social Care Occupational Therapy Service, SCOTS) assesses people to see if they need equipment or adaptations to their home to allow them to live safely and as independently as possible.

Your role in the team will be the first point of contact on our front door, taking the incoming calls and finding out enough details to allow the team to decide who needs our support and who is at the highest risk and needs to be seen quickly.

You will need good communication, interpersonal and IT skills, and a good attention to detail, so that you can keep each conversation focussed and capture the key information about each person’s presenting issue and the risks they face because of it.

Full training and support will be given, and you will have ongoing support from Occupational Therapy staff to deal with any queries. You will also have opportunities to learn more about the wider role of the SCOTS team and the posts within it, to support you in career progression within the team.

For more information about the team or to discuss the post, please contact Peter Ball (Service Manager) on 01782 237146.

Please note that if an employee who is currently at risk of redundancy within the organisation applies for this vacancy their application will receive priority. If this happens you will be advised accordingly.

Equality, Diversity and Inclusion

At Stoke-on-Trent City Council, we believe our strength comes from the diversity of our community, and we want our workforce to reflect that. We welcome applications from individuals of all backgrounds and experiences. We understand that some people, especially those from underrepresented or marginalised backgrounds, may hesitate to apply if they don’t meet all the listed requirements. If this role interests you and you think you could be a good fit, we encourage you to apply. We are proud of what makes each of us unique and are committed to creating a workplace where everyone feels included, can be themselves, and can succeed together.