Frontline Customer Service Advisor – Social Care (Hybrid)

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

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.