First Point of Contact (FPOC) Adviser

Wmjobs; Shrewsbury; On-site; GBP 19,000 - 27,000; Full time

Job summary

Wmjobs in the United Kingdom is seeking a dedicated First Point of Contact Adviser to join our Customer Services team. 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 gather facts, assess situations, prioritise urgent calls, and liaise with Social Workers, external partners, and provider organisations to provide effective solutions while maintaining records and upholding data

Qualifications

• Excellent communication with vulnerable adults and children.
• Experience handling sensitive calls and safeguarding.
• Ability to gather and verify information accurately.
• Ability to prioritise urgent calls and liaise with teams.

Responsibilities

• Handle initial enquiries from individuals seeking support or advice about Adult and Children's social care.
• Accurately gather and verify facts, assess situations and determine appropriate action.
• Prioritise urgent calls and transfer to relevant teams swiftly.
• Liaise with Social Workers, external partners and provider organisations to provide effective solutions.
• Maintain accurate records and stay informed about services.
• Adhere to data protection, confidentiality, health and safety procedures.

Skills

Communication skills

Empathy

Attention to detail

Data protection awareness

Job description

Are you passionate about supporting others and making a difference?

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.

We are seeking candidates with great communication skills who can maintain accurate records, stay informed about services, and deliver excellent customer service in a fast-paced environment. You will need to adhere to data protection and confidentiality requirements, as well as comply with health, safety, and welfare procedures in the workplace. If you are ready to take on a meaningful role supporting vulnerable adults and children, we would love to hear from you.

Please be aware that this role includes handling calls from customers who may be distressed, vulnerable, or experiencing crisis situations. As some conversations can be emotionally challenging, applicants should consider whether they feel comfortable dealing with sensitive and potentially upsetting situations before applying.

Attached documents
JD - FPOC.pdf
PS - FPOC.pdf
Advert - FPOC.pdf