Social Care Advisor — Customer Support Pro

Leicestershire County Council; Glenfield; On-site; GBP 31,000 - 32,000; Part time

Job summary

Leicestershire County Council is seeking a Social Care Advisor to be the first point of contact for internal and external queries. You will advise, guide, and support customers, handling a high volume of complex enquiries via telephone and email.

You will manage a caseload to resolution, signpost to services, or refer to appropriate council teams. Training and on-the-job support will be provided to help you meet performance targets.

Qualifications

• Excellent customer service experience and direct customer contact via telephone.
• Experience using complex databases to record and retrieve information.
• Fast keyboard skills with high accuracy.

Responsibilities

• Handle a high volume and variety of adult social care enquiries via inbound/outbound calls and emails.
• Manage caseload to resolution, including signposting or referrals as needed.
• Identify individuals at risk and quickly capture required information for action.
• Meet service and individual performance targets with training and support provided.

Skills

Customer service

Telephone communication

Keyboard skills

Attention to detail

Problem solving

Teamwork

Independent working

Empathy

Calm under pressure

Risk management

Fluent English

Job description

Leicestershire County Council is seeking a Social Care Advisor to be the first point of contact for internal and external queries. You will advise, guide, and support customers, handling a high volume of complex enquiries via telephone and email.

You will manage a caseload to resolution, signpost to services, or refer to appropriate council teams. Training and on-the-job support will be provided to help you meet performance targets.