Social Care Advisor

Golearnleicestershire; Leicester; On-site; GBP 28,000 - 29,000; Part time

Job summary

Leicestershire County Council is seeking a Social Care Advisor at the Customer Service Centre in Leicester. You will be the first point of contact for internal and external queries, handling a high volume of complex adult social care enquiries by phone and email, and guiding customers to the right council services.

You will manage your caseload through to resolution, signposting where needed, and escalate risks promptly.

Qualifications

• Experience delivering excellent customer service via telephone.
• Experience using complex databases to record and retrieve customer information.
• Fast and accurate keyboard skills with strong attention to detail.
• Ability to identify and record critical information and solve problems quickly.
• Ability to work well in a team and on own initiative.
• Excellent communication with tact, diplomacy and empathy.
• Capable of staying calm under a pressurised workload.
• Understanding of risk management and safeguarding considerations.

Responsibilities

• Serve as first point of contact for internal and external queries via phone and email.
• Manage a caseload to resolution, signpost to services or refer to council teams.
• Identify at-risk individuals and escalate information to enable action.
• Meet individual/service performance targets with appropriate training and support.

Skills

Customer service experience

Telephone handling

Data entry / complex databases

Keyboard skills

Attention to detail

Teamwork and initiative

Communication skills

Calm under pressure

Risk awareness

Empathy

Job description

Organisation:Leicestershire County Council

WorkLocation:Customer Service Centre, County Hall, Glenfield, Leicester LE3 8RA

Salary:£27,717 - £29,076 per annum (pro rata for part-time)

WorkingHours:18.5 hours per week on a rota basis worked between 8.30am and 5.30pm Monday to Wednesday

ContractType:Permanent

Closing Date:23/10/2026

Interview Date(s):25th November, 1st and 2nd December 2026

Do you want a job where you can improve the lives and wellbeing of the people of Leicestershire? Do you enjoy working in a fast-paced environment and are motivated by providing excellent customer service?

About the Role

As a Social Care Advisor, you will be the first point of contact for all internal and external queries and will a play a crucial role in advising, guiding, and supporting customers. You will handle a high volume and variety of complex and emotive adult social care enquiries via inbound and outbound telephone calls and emails.

You will be required to manage your caseload of queries until resolution which may involve providing the required information yourself, signposting to relevant services, or a referral to the appropriate Council service. Where you identify that an individual may be at risk, you will quickly capture and escape the necessary information for further action.

There will be individual and service performance targets that you will be required to meet however we will ensure that you receive the relevant training and on-the-job support to enable you to fulfil your role to the best of your ability.

About You

To apply for this post, you must be able to evidence in your application how you meet the following criteria:

• Understand how to deliver excellent customer service and have experience of direct customer contact via the telephone and of using complex databases to record and retrieve customer information.
• Have fast and accurate keyboard skills with good attention to detail.
• Be able to identify and record critical information and demonstrate quick thinking and problem solving.
• Have experience of working effectively as part of a team and on your own initiative.
• Have excellent communication skills including the ability to demonstrate tact, diplomacy, and empathy.
• Be able to remain calm and deal effectively with a pressurised workload.
• Understand the importance of identifying and effectively managing risk.

In addition, we also expect you to shareour commitment to our valuesand to delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability.We are a Disability Confident Employer.

This post is covered by Part 7 of the Immigration Act (2016) and therefore the ability to speak fluent English is an essential requirement for this role.

Interested in Flexible Working?

We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

For more information or an informal discussion, please contact:

Rhiannon Watts, Team Leader

Telephone: [phone]

Email: [e-mail]