Social Care Advisor

Leicestershire County Council; Quorn; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

Leicestershire County Council is seeking a Social Care Advisor to be the first contact for internal and external queries, guiding and supporting customers in a fast-paced environment. You will handle a variety of emotive adult social care enquiries via calls and emails and manage cases through to resolution, with signposting or referrals as needed.

The role requires strong customer service, excellent communication, and risk awareness, with training and on‑the‑job support provided.

Qualifications

• 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.

Responsibilities

• Be the first point of contact for internal and external queries and advise, guide, and support customers.
• Handle a high volume and variety of complex and emotive adult social care enquiries via inbound and outbound telephone calls and emails.
• Manage your caseload of queries until resolution; provide information, signpost to services, or refer to the appropriate Council service.
• Identify individuals at risk and escalate with necessary information for action.
• Meet individual and service performance targets and engage with training and on‑the‑job support.

Skills

Customer service

Telephone support

Database experience

Keyboard skills

Attention to detail

Problem solving

Teamwork

Communication

Resilience under pressure

Risk management

Tools

CRM systems

Case management software

Job description

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.

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?

• 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 share and 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 . 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.

About Leicestershire County Council At Leicestershire County Council, we're committed to making a real difference in people's lives. Our aim is to work with communities and partners to deliver public services that make Leicestershire the best possible place to live and work for everyone. Our employees play a key role in supporting this goal and helping us deliver the vital services we provide to the people of Leicestershire. Whether you're starting your career or looking for your next challenge, you'll find a place with us where your ideas are valued, and your work has purpose. For further information on what it's like to work for us and the benefits we offer, please refer to the following