First Point of Contact Adviser

SHROPSHIRE COUNCIL; Shrewsbury; Hybrid; GBP 25,000 - 30,000; Full time

Job summary

A local government authority in Shrewsbury is seeking a First Point of Contact Adviser to manage initial enquiries about Adult and Children's social care. This role involves sensitive communication, swift action on urgent calls, and collaboration with social workers and partners. Candidates should possess strong listening and analytical skills. The position offers generous annual leave, a supportive working environment, and flexible working options.

Benefits

Generous annual leave

Pension scheme

Flexible working opportunities

Qualifications

• Experience in handling sensitive calls related to social care.
• Ability to prioritise urgent cases efficiently.
• Familiarity with liaising with social workers and external partners.

Responsibilities

• Handle initial enquiries regarding Adult and Children's social care.
• Gather and verify facts from callers and assess situations.
• Prioritise urgent calls and liaise with relevant teams swiftly.

Skills

Active listening

Analytical skills

Sensitivity to distress

Job description

Overview

We are seeking a dedicated First Point of Contact Adviser to join our dynamic team in Customer Services. In this vital role, you will handle initial enquiries from individuals seeking support or advice about Adult and Children's social care, including safeguarding calls and emails. You will deal with these calls sensitively and in the strictest confidence, ensuring customers get the right help and support as quickly and easily as possible. You will be dealing with a wide range of enquiries related to Adult and Children's social care. Your responsibilities include accurately gathering and verifying facts, assessing situations to determine the most appropriate course of action, and using your initiative, listening, and analytical skills to ensure urgent calls are prioritised and transferred to relevant teams swiftly. Liaising with Social Workers, external partners, and provider organisations will be central to your role, as well as utilising internal resources to provide effective solutions.

Responsibilities

• This role is heavily calls-based. Some calls can be upsetting, as we receive calls from customers who may be distressed. Please do not apply if you feel these calls will be triggering for you to deal with.
• Handle initial enquiries about Adult and Children's social care, gathering and verifying facts, and assessing situations to determine the most appropriate course of action.
• Prioritise urgent calls and transfer to relevant teams swiftly.
• Liaise with Social Workers, external partners, and provider organisations; utilise internal resources to provide effective solutions.
• Work to ensure customers get the right help and support as quickly and easily as possible.

Organisational Context

Shropshire Council is a unitary authority which serves the rural county of Shropshire. The people of Shropshire are rightly proud of their county's assets, its natural beauty, its history, its diverse economy, and its vibrant culture. This section reflects the organisation and its community focus.

Benefits

• Generous annual leave commencing at 28 days increasing with service to 33 days (pro rata for part time). With additional annual leave purchase policy.
• Access to a benefits platform with a wide range of retail discounts and salary sacrifice schemes (cars, bikes, AVCs).
• Employer contribution Pension Scheme Shropshire County Pension Fund.
• Supportive carers and parental policies (maternity, paternity, adoption leave, special leave).
• Many opportunities for flexible and agile working; we offer a hybrid model of working to promote flexibility around personal and family commitments.