Social Care Advisor | Flexible Working & Impactful Support

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

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.