One Front Door Advisor - Part Time

Warrington Borough Council; Warrington; On-site; GBP 16,000 - 17,000; Part time

Job summary

A local council in the UK is seeking candidates for a call handling position to assist residents in accessing vital services. The role requires excellent communication skills and the ability to analyze problems effectively. Benefits include generous annual leave and a Health & Wellbeing Programme. This role is crucial for supporting older and vulnerable individuals in Warrington.

Benefits

26 days annual holiday, increasing to 31 after 5 years

Competitive benefits package

Health & Wellbeing Programme

Qualifications

• Ability to converse at ease with customers and provide advice in accurate spoken English.
• Experience in call handling or similar customer service environment.

Responsibilities

• Operate the Call Handling system effectively.
• Maintain a computerized database of accurate user information.
• Support callers to access the right support from the right team.

Skills

Good telephone communication skills

Ability to analyze and resolve problems

Experience with computerized databases

Job description

The One Front door service is the single point of contact for all of Warrington residents needing to access Warrington’s Intermediate Tier services. Working together, our Health and Social care services have created a “One system, One Population, One Purpose” to improve the outcomes for our Warrington Residents.

The OFD service also provides the telephony response to the Council’s Carecall Alarm service, which allows the freedom of independent living for over 3,900 people who are connected to the Carecall service.

The role

Successful candidates working in this service will have meaningful conversations with our callers, both professionals and members of the public, using advanced contact handling skills to question, listen and understand root cause for their call and support them to access the right support, from the right team, at the right time.

The One Front Door service is operational 24 hours a day, 7 days per week and therefore you will be required to work a rolling rota that covers days, evenings, nights, weekends, and Bank holidays.

The post will be of particular interest to someone who has a genuine concern for the care and wellbeing of older and vulnerable people.

What's needed?

Principle duties will mainly involve operating the Call Handling system, therefore good telephone communication skills are essential, together with an ability to quickly analyse and resolve problems as presented, appropriately deploying the response service as the need arises. An ability to maintain a computerised database of accurate user information is essential.

As well as a competitive salary, working for us means you get:

• 26 days annual holiday - raising to 31 after 5 years of service (pro-rata)
• Access to our attractive and competitive benefits package
• Access to our Health & Wellbeing Programme

The ability to converse at ease with customers and provide advice in accurate spoken English is essential for the post.

Warrington Borough Council is a Disability Confident employer

GRADE 05 (£26,824 - £29,540) FTE £16,224 - £16,766 Actual Salary Based on 21 Hours

5 Tanning Court, Tanning Court, Warrington, WA1 2HF