Customer Service Advisor

Stoke-on-Trent City Council; United States; Hybrid; USD 32,000 - 40,000; Full time

Benefits offered by this job

Hybrid and flexible working

Local government pension scheme

Professional development opportunities

Job summary

Stoke-on-Trent City Council is seeking two Customer Service Advisors to join the Social Care Occupational Therapy Service (SCOTS). You will be the first point of contact, taking calls, gathering information to enable triage, and coordinating immediate supports under practitioner guidance.

You will learn via full training and have ongoing support from OT staff, with opportunities to progress within the SCOTS team and wider social care roles. A hybrid and flexible working arrangement is available.

Qualifications

• Customer service skills over the phone and electronically.
• Good IT skills to handle referrals and records.
• High level organisational skills for multi-tasking.

Responsibilities

• Provide customer service by telephone to take referrals and gather triage information.
• Receive electronic referrals and screen for required information.
• Arrange immediate supports to reduce risk under guidance from practitioners.
• Provide business support to the wider team.
• Be the first point of contact for SCOTS, capturing key details to inform decisions.

Skills

Communication skills

IT skills

Organisational skills

Interpersonal skills

Interest in social care

Job description

Providing customer service by telephone, to take referrals and ensure all information that is required for triage is available.

Receiving electronic referrals and screening for what information is required.

Arranging immediate supports to reduce risk under guidance from practitioners.

Provision of business support to the wider team.

We are looking for two dedicated, enthusiastic and self-motivated Customer Service Advisors (CSAs) to join our strong team of Occupational Therapists, OT Assistants and Support Staff.

The team (Social Care Occupational Therapy Service, SCOTS) assesses people to see if they need equipment or adaptations to their home to allow them to live safely and as independently as possible. Your role in the team will be the first point of contact on our front door, taking the incoming calls and finding out enough details to allow the team to decide who needs our support and who is at the highest risk and needs to be seen quickly. You will need good communication, interpersonal and IT skills, and a good attention to detail, so that you can keep each conversation focussed and capture the key information about each person's presenting issue and the risks they face because of it.

Full training and support will be given, and you will have ongoing support from Occupational Therapy staff to deal with any queries. You will also have opportunities to learn more about the wider role of the SCOTS team and the posts within it, to support you in career progression within the team.

Have good customer service skills, over the phone and electronically.

Have good IT skills.

Have high level organisational skills.

Have interest in working in social care.

We are a city of strengths, with a proud heritage and bright future. Working for Stoke-on Trent City Council is more than just a job, it's about making, protecting and improving the services for the local population, reducing inequalities and improving independence for the people who live and work in the city. And that's where you come in. We are always looking for people of the highest calibre with skills, knowledge and experience to help us deliver our compelling vision.

Stoke-on-Trent City Council's diverse and talented workforce is its greatest asset and most valuable resource. The skills, knowledge and experience of our c.4,600 employees are essential to delivering our ambitions and vision for our organisation and Stoke-on-Trent. We want to be an employer that people are proud to work for, and where our staff are supported, developed and rewarded in an inclusive way that helps them to excel and to deliver the high-quality services that our residents need.

A competitive salary based on your skills, experienceand talent.

Hybrid and flexible working options.

An excellent local authority benefits pension scheme.

Professional development through learning opportunities, regular training sessions and apprenticeship and management schemes.