Customer Service Advisor Care & Wellbeing Hub

Brackenberry Limited; Lincoln; On-site; GBP 40,000 - 60,000; Full time

Job summary

A local authority recruitment agency is seeking a Customer Service Advisor for the Care & Wellbeing Hub in Lincoln on a 3-month contract. The advisor will handle complex and sensitive enquiries, focusing on Adult Care services. Candidates should have a strong customer service background, excellent communication skills, and the ability to manage challenging conversations professionally. Immediate applications are encouraged, and the role may extend depending on client needs.

Qualifications

• Experience working in a busy customer service or contact centre environment.
• Ability to multitask and accurately capture information during live calls.

Responsibilities

• Act as the first point of contact for Adult Care and Wellbeing Services.
• Handle incoming telephone and email enquiries.
• Respond to safeguarding concerns and service access requests.

Skills

Strong customer-focused approach

Excellent communication skills

Ability to manage sensitive conversations

Excellent typing skills

Confidence using IT systems

Ability to multitask

Job description

Overview

We are working closely alongside a Local Authority in Lincoln to assist with the appointment of a Customer Service Advisor Care & Wellbeing Hub, on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Role

The Customer Service Advisor will work within Lincolnshire County Council's Customer Service Centre, acting as the first point of contact for a wide range of council services, with a primary focus on Adult Care. The role involves handling complex, sensitive, and sometimes emotive contacts from members of the public and professionals via telephone and email, using a strength-based approach to support residents and ensure appropriate outcomes.

Responsibilities

• Act as the first point of contact for Adult Care, Carer Services, and Wellbeing Services
• Handle incoming telephone and email enquiries from the public and professionals
• Use a strength-based conversation approach to support residents and enable positive outcomes
• Gather accurate and relevant information to determine the most appropriate response or service pathway
• Respond to safeguarding concerns and service access requests in line with procedures
• Manage complex, sensitive, and emotive conversations professionally and empathetically

Qualifications

• Experience working in a busy customer service or contact centre environment
• Strong customer-focused approach with excellent communication skills
• Ability to manage sensitive and complex conversations calmly and professionally
• Excellent typing skills and confidence using IT systems and databases
• Ability to multitask and accurately capture information during live calls