One Front Door Advisor - Part Time

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

Job summary

A local government council in Warrington is seeking a call handler for its One Front Door service, which operates 24/7. The role involves engaging with callers, handling inquiries, and providing essential support to both professionals and residents. Ideal candidates will possess strong communication skills and a genuine concern for vulnerable individuals. The position offers a competitive salary alongside a comprehensive benefits package.

Benefits

26 days annual holiday (raising to 31 after 5 years)

Access to a competitive benefits package

Access to Health & Wellbeing Programme

Qualifications

• Ability to converse at ease with customers in accurate spoken English.
• Genuine concern for the care and wellbeing of older and vulnerable people.

Responsibilities

• Operate the Call Handling system.
• Provide advice and support to callers.
• Maintain accurate user information in the database.

Skills

Good telephone communication skills

Ability to analyse and resolve problems

Ability to maintain a computerised database

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