Phone-Based Crisis & Resilience Advisor

Nottingham City Council; England; On-site; GBP 27,000 - 28,000; Full time

Job summary

Leicestershire County Council is seeking an Integrated Lifestyles Advisor to support adults referred by the Crisis and Resilience Fund. You will perform needs assessment over the phone, connect clients to housing, health and community services, and record information accurately while following safeguarding procedures.

You will work across County Hall and off-site locations, with extensive training to cover both First Contact Plus and Crisis and Resilience Fund teams, delivering a calm,

Qualifications

• Hold NVQ2 in Business Administration or equivalent relevant qualification or relevant experience
• Experience of liaising with customers using a variety of methods
• Experience of working in a customer facing role or environment delivering excellent customer care
• Experience of accurately capturing storing and retrieving info to meet organisational and customer needs
• Excellent communication skills both written and verbal, including active listening and clear information-gathering
• Be skilled at accurately capturing, recording and retrieving information using databases, CRM systems and MS Office
• Be able to adapt to dealing with all kinds of customers in order to assist them adequately. To be tactful, diplomatic and resilient when dealing with distressed or challenging customers

Responsibilities

• Talk to adults who have been supported through the Crisis and Resilience Fund over the phone, both at County Hall and off-site locations
• Listen carefully, ask evaluation questions and determine what additional support is needed (housing, health, community services)
• Record information accurately, follow processes and ensure people receive right help quickly
• Remain calm, kind and professional; follow safeguarding procedures when safety concerns arise

Skills

NVQ2 in BA

Customer liaison

Customer care

Info capture

Communication skills

CRM systems

MS Office

Education

NVQ2 in Business Administration

Tools

CRM systems

MS Office

Job description

Leicestershire County Council is seeking an Integrated Lifestyles Advisor to support adults referred by the Crisis and Resilience Fund. You will perform needs assessment over the phone, connect clients to housing, health and community services, and record information accurately while following safeguarding procedures.

You will work across County Hall and off-site locations, with extensive training to cover both First Contact Plus and Crisis and Resilience Fund teams, delivering a calm,