Customer Services Officer

Hoople Group; Hereford; Sur place; GBP 27 000 - 29 000; Plein temps

Résumé du poste

Herefordshire Council is seeking a Customer Service Officer to provide a first point of access for the public and professionals contacting adult social care in Herefordshire.

Working within the Advice and Referral Team alongside social workers and occupational therapists, you will deliver effective customer services and help connect people to the right services within the Adult Social Care pathways. The role is permanent, 37 hours per week, with a competitive salary.

Qualifications

• GCSE English, grade A–C or equivalent.
• Office/administrative experience.
• Strong customer service skills.
• Proficient in Microsoft Office.
• Positive approach when dealing with the public.
• Ability to follow processes and search for information while on calls.
• Motivated, approachable and helpful.

Responsabilités

• Provide first point of access for members of the public and professionals contacting Herefordshire Adult Social Care.
• Work within the Advice and Referral Team alongside Social Workers and Occupational Therapists to deliver effective customer services.
• Connect customers with the right response to meet their presenting need(s) across communities and services.
• Support pathways into Adult Social Care and related services as appropriate.

Connaissances

GCSE English

Office experience

Customer service

Microsoft Office

Positive attitude

Follow processes

Self-motivation

Formation

GCSE English grade A–C or equivalent

Outils

Microsoft Office

Description du poste

Job Title: Customer Services Officer

Contract: Permanent

Location: Hereford

Hours: 37

Salary: HC5 £26,847 to £29,071 per annum

Closing date: 10 November 2026

The Role

We are looking for a Customer Service Officer to help us provide a first point of access for members of the public and professionals contacting Herefordshire Adult Social Care.

Working within the Advice and Referral Team alongside our Social Workers and Occupational Therapists, you will thrive in effective services for the customer.

What will you be doing?

As a Customer Service Officer you will work as part of a wider team with scope to support a diverse population; and using a strengths based approach you will connect the customer with the right response to meet their presenting need(s); whether that be, within the community/voluntary sector/health services/charitable services, or by introduction into the Adult Social Care Pathway.

About You

• GSCE English, grade A to C or Equivalent.
• Experience of working in an office, or an administrative, secretarial role.
• Customer service skills.
• Microsoft Office skills
• A positive approach in working with the public and team members.
• Ability to follow processes and search for information whilst taking a call.
• Ability to demonstrate self-motivation, together with being approachable and helpful.

We Offer

A competitive salary, holiday entitlement, and access to our contributory pension and staff benefits scheme, which includes:

• Starting Salary of £26,847 to £29,071
• Pension Scheme Enrolment in the Local Government (LGPS)
• Career progression: clear pathways to progress including routes in customer services, commissioning for adult social care, trusted assessors, and apprenticeships.
• Annual Leave: 31 days’ annual leave (pro rata) plus bank holidays. You can also purchase an additional 10 days per annum with line manager approval.
• Flexible working: flexi-time, job-share, part-time hours and, in some instances, home working
• Employee Assistance Programme: 24/7 access to support and counselling
• Pick your perks – our benefits include access to a range of retail, leisure, holiday and health benefits. This includes savings, cash back and discounts.

Why Choose Us?

You will probably have heard a lot about how beautiful it is in terms of countryside and open spaces (and it is!) but there is so much more going on here, including world-class cultural assets like the Mappa Mundi, vibrant theatres and a thriving food and drink sector.

One of Herefordshire’s biggest assets is the strong and diverse communities. Our Talk Community approach brings that together supporting people to help themselves, encouraging them to help their communities and identifying how communities can help individuals. Our ambitious transformation programme aims to further build on this to offer an all-age approach. We’re excited about the potential of what we can achieve for the benefit of all residents of Herefordshire, stronger together and building brighter futures.

To find out more about what it’s like to live, work and thrive at Herefordshire Council please visit our dedicated recruitment website: www.spiritofherefordshire.com.

Don’t meet all parts of the job description?

Herefordshire Council is committed to strengthening a diverse and inclusive work environment which reflects the communities of Herefordshire. If you are enthusiastic about this opportunity and want to make a difference, we encourage you to consider an application or to get in contact, you may be the perfect fit we’re seeking!

Reasonable Adjustments

Our recruitment process runs in partnership with Hoople Resourcing. If you require any reasonable adjustments or alternative methods for the online application process, please contact the resourcing team by email: [email protected].

Creating an inclusive workplace

Employee Network Groups play an important role in strengthening the voices of employees at Herefordshire Council. Embedded in the Council's values is a commitment to listen to people's views and needs.

Employee Network Groups are a collective of colleagues who often share identities, life experiences or cultures and who come together to initiate positive change in their work place. Our groups include: Black and Asian Staff Networking Group, LGBTQ+, Parents & Carers, Climate and Nature Emergency, Diff-abilities and Armed Forces/ Veterans. For more information on our Employee Network Groups please click here.

Commitments, Covenants and Statutory Obligations

Community Wellbeing is connecting and belonging to the place where you live, feeling safe and having pride in your community.

We welcome applicants whatever their personal characteristics or social identity.

All requests for flexible working arrangements and reasonable adjustments will be considered.

The following candidates will be interviewed if they meet the essential criteria for the post they are applying for:

• Those who indicate that they have a disability. This is part of our commitment to the "Disability Confident" scheme.
• Those who indicate in their application that they are an Armed Forces Veteran or Reservist. This is part of our pledge to support the Armed Forces Covenant.
• Those who indicate in their application that they are a Herefordshire care leaver. This is part of our commitment to supporting young people leaving our care.

We take our commitment to safeguarding and promoting the welfare of children, young people and vulnerable adults seriously and expect all our staff, visitors and volunteers to share in this commitment.

We are committed to safeguarding and promoting the welfare of children & young people and vulnerable adults. If you are offered this position, it will be subject to a Disclosure and Barring Service check.

The Council Plan Sets Out How We Will Make Our Contribution To Achieving a Better And More Successful Herefordshire, Please See The Link Below To Find Out More:

Herefordshire Council Plan 2024-28