Customer Service Advisor Care Wellbeing Hub Adults

CRA Group Limited; Brampton; Hybrid; GBP 20,000 - 25,000; Part time

Job summary

A temporary staffing agency is seeking a Customer Service Advisor to work within a local authority's Care & Wellbeing Hub. The Advisor will be the first point of contact for adults needing support, handling sensitive enquiries via phone and email while maintaining high service standards. The role offers a temporary assignment with potential agile working after training is complete. Applicants should possess excellent communication and typing skills, with experience in customer service preferred.

Qualifications

• Experience in a busy customer service or call centre environment.
• Knowledge or experience in social care is desirable but not essential.
• Strong typing and IT skills, including accurate data entry.

Responsibilities

• Act as the first point of contact for adults requiring support and advice.
• Handle complex and sensitive enquiries via telephone and email.
• Record and update customer interactions accurately.
• Identify safeguarding concerns and escalate according to procedures.
• Support customers in accessing relevant services.

Skills

Excellent communication skills

Interpersonal skills

Strong typing skills

IT skills

Ability to handle sensitive situations

Job description

Customer Service Advisor Responsibilities and Qualifications

• The Customer Service Advisor will work within Lincolnshire County Council's Care & Wellbeing Hub, acting as the first point of contact for adults requiring support and advice.
• The role involves handling complex and sensitive enquiries via telephone and email, using a strength‑based approach to assess needs and provide appropriate guidance.
• This is a temporary 12‑week assignment based at Lancaster House, Lincoln, with potential for agile working once fully trained.
• Respond to incoming calls and emails from the public and professionals regarding Adult Care services.
• Use professional curiosity and call control to gather accurate information and determine appropriate outcomes.
• Record and update customer interactions accurately in internal systems.
• Identify safeguarding concerns and escalations according to procedures.
• Support customers in accessing services such as the Lincolnshire Carer Service and Wellbeing Service.
• Maintain high levels of customer service in line with council standards.
• Participate in training and ongoing professional development.
• Experience in a busy customer service or call centre environment.
• Excellent communication and interpersonal skills.
• Strong typing and IT skills, including accurate data entry while managing calls.
• Ability to handle sensitive and emotive situations with professionalism.
• Knowledge or experience in social care is desirable but not essential.