First Response Children's Service Agent — Flexible Role

Leicestershire County Council; Leicester; Vor Ort; GBP 28.000 - 29.000; Teilzeit

Zusammenfassung

Leicestershire County Council is seeking a well-organised First Response Children’s Service Agent in Leicester. The role is the first point of contact for Children’s Social Care service users by telephone and email, joining a supportive team focused on high-quality customer service.

You will process referrals, manage multiple inboxes and use case management systems while protecting sensitive information and working under tight timescales. Flexible working options may be discussed.

Qualifikationen

• Hold a NVQ 2 in Customer Services or equivalent relevant qualification or experience in a customer-facing environment.
• Experience in communicating with a wide range of people, including professionals and members of the public, and maintaining a professional demeanour.
• Understanding of children and their families and their needs including services available.
• Ability to handle sensitive and distressing information whilst maintaining confidentiality.
• Experience working in a fast-paced and stressful environment whilst accurately maintaining records and following processes.
• Ability to prioritise workload and work under own initiative, as well as within a team; meets tight timescales.
• Computer literate and accurate typist.

Aufgaben

• To work with a range of internal and external agencies to safeguard children and young people and refer to services to achieve the best outcomes.
• Provide the best quality service for First Response Children’s Duty service users, maintaining professional standards and responding to concerns.
• Process referrals received from professionals and the public via email and telephone and manage generic email boxes for various referrals.
• Utilise case management systems for inputting and gathering information.
• Consult with other agencies to obtain missing mandatory information.
• Communicate effectively with Social Workers, Team Managers, professionals and the public; escalate urgent safeguarding concerns.
• Follow written processes and guidance, prioritise workload, and work as part of a team.

Kenntnisse

NVQ 2 in Customer Services

Customer service experience

Strong communication skills

Computer literate

Ausbildung

NVQ 2 in Customer Services or equivalent

Tools

Case management systems

Jobbeschreibung

Leicestershire County Council is seeking a well-organised First Response Children’s Service Agent in Leicester. The role is the first point of contact for Children’s Social Care service users by telephone and email, joining a supportive team focused on high-quality customer service.

You will process referrals, manage multiple inboxes and use case management systems while protecting sensitive information and working under tight timescales. Flexible working options may be discussed.