Service Advisor - Out of Hours

Hampshire County Council; Funtley; On-site; GBP 22,000 - 28,000; Full time

Job summary

A local authority in the UK is seeking a dedicated individual for a first contact role in Children's and Adult Services. The candidate will screen incoming calls, provide information on social care services, and ensure callers receive proper assistance. This position offers a flexible, inclusive work environment with various benefits, including holiday entitlement and pension. The role requires working a shift pattern, including evenings and weekends.

Benefits

Holiday entitlement

Pension scheme

Interest-free travel loans

Discounts

Qualifications

• Fluent communication on telephone and in writing.
• Experience in using telephone technology.
• Ability to work under pressure.

Responsibilities

• Provide first contact for calls and electronic referrals.
• Screen incoming requests and identify needs.
• Manage level of escalation for unresolved issues.
• Log and ensure ownership of complaints.
• Train new staff and share knowledge with teammates.

Skills

Communication skills

Listening skills

Empathy

Problem-solving

Self-motivation

Teamwork

Job description

Provide the first point of contact for telephone callers and electronic referrals to Children's and Adult Services. This will involve providing information or advice, arranging for delivery of prescribed services or passing the caller to the appropriate person or team for a comprehensive need assessment. Please note, our office base is currently in Fareham but will be moving to Havant.

What you\'ll do

• Screening all incoming calls & electronic requests to the service, identifying the needs of the caller/requester and determining the most appropriate response in consideration of Childrens and Adult Services policies and protocols.
• Providing advice regarding social care services by quickly and accurately looking up information and conveying details of other sources of assistance.
• Taking, recording and passing on accurate messages or connecting the calls.
• Making an assessment to ascertain callers eligibility for a social care service using category guidelines.
• Ensuring that services are provided, either directly at the point of service desk or via other service areas according to the clients needs.
• Managing the necessary levels of escalation where appropriate response has not been received, including advising management of any problems.
• Logging and ensuring ownership of complaints regarding the service provided.
• Taking referrals from callers and ensuring they are given the correct priority.
• Sharing knowledge and experience with other team members to contribute to service improvements. Training new members of staff.
• Undertaking personal training as identified by team and individual assessment regarding knowledge, technical and interpersonal skills to ensure that callers received a service of the highest quality.
• We are a Disability Confident Employer - committed to ensuring that our recruitment and selection process is inclusive and accessible.
• Ability to communicate fluently, clearly and concisely on the telephone and in writing.
• Very good listening skills and ability to adopt the right balance between empathy, efficiency and professionalism. Capability to control the call if necessary.
• Experience in using telephone technology as means of service delivery.
• Awareness and practice of H&S, equalities issues and anti-discriminatory practices.
• Evidence of ability to work effectively whilst under pressure.
• Self-motivated and reliable. Ability to work as a part of the team and build working relationships with colleagues.
• Must be able to cover evening, weekend and bank holiday working hours.
• Understanding of Childrens and Adults Services would be an advantage.

Our benefits package includes details of the holiday entitlement, pension scheme, and interest free travel loans and discounts. We offer a flexible, motivating and inclusive workplace. We have created an environment that you can look forward to being a part of, where you are empowered to be your best and a workplace built on teamwork where people can grow and develop in their roles.

As this is a 24/7 service, you\'ll be required to work a shift pattern. Your working pattern will include weekends and a variety of shifts including early, late, and bank holidays for which enhancements will be paid in line with the Hampshire County Council salary policy. Hampshire County Council is recognised nationally as one of the highest performing local authorities in the UK. A modern, forward-looking local authority, it offers a pleasant, supportive, and collaborative working environment. Hampshire County Council is also a flexible employer interested in making the most of your skills and offers a great work life balance.