Independence and Wellbeing Advisor

• Suffolk County Council
• Address: Endeavour House Ipswich Suffolk IP1 2BX - Onsite
• Salary: 25989 per annum (pro rata for part time)
• Hours: 37 hours per week flexible working options available
• Contract: Permanent

Are you passionate about social care and making a difference in peoples lives Join our team as the first point of contact for social care enquiries in Suffolk.

As anIndependence and Wellbeing Advisor you will be the first point of contact for social care enquiries relating to Suffolk residents including Adult Services Children and Young Peoples Services and Mental Health referrals. This will include managingdifferent contact channels todeal with a diverse range of individuals and queries.

This is an excellent opportunity to gain experience and develop your knowledge in social care while supporting the community.

Your role and responsibilities

You will be responsible for providing exceptional customer service to a diverse range of individuals across various contact channels (telephone email webchat). This involves handling a high volume of enquiries often complex and sensitive while working towards specific targets.

You will be expected to:

• effectively communicate with customers actively listening and asking appropriate questions to understand their needs. Accurately identify the reason for contact and provide suitable advice or direct the enquiry to the correct team
• maintain accurate and up-to-date customer records within relevant systems. Ensure efficient data input and retrieval to support effective service delivery
• prioritise and manage multiple enquiries simultaneously. Promptly escalate urgent cases and transfer information to the appropriate teams as required
• provide accurate and helpful advice and guidance to customers seeking clarification when necessary. Demonstrate empathy and understanding particularly when dealing with vulnerable individuals
• contribute to a smooth handover between day and night services to maintain continuity of care for vulnerable adults children and families.

You will need

• a passion for social care and a commitment to improving peoples lives
• strong communication and interpersonal skills
• good literacy and numeracy skills
• proficiency in using computer systems (e.g. Explorer Chrome Word Excel Outlook)
• a systematic approach to problem-solving
• demonstrable understanding of data protection and safeguarding legislation
• the ability to manage multiple tasks prioritise effectively and meet deadlines
• confidence in making decisions under pressure.

You can view a full list of requirements in the Job and Person Profile (Word).If you believe you can succeed in this role apply. Even if you dont meet all requirements still apply. We would appreciate the opportunity to consider your application.

The team

Customer First works as a team to support one another we work together to ensure a high standard of service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities.

We will offer an in-depth training plan both online and face-to-face. You will be supported by a mentor throughout the start of employment as well as a direct line manager. Team Leaders will be available at all times should you have any questions.

Empowering Everyone

We are big believers in potential possibility and the power of different ideas. We are always searching for ways to encourage respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals especially those from groups that are currently underrepresented in the organisation as shown in ourWorkforce Equality Report.

For more information

Please contactKatie Edwards for a casual conversation. You can reach them byemailing .

We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We ask you to present your own work and ideas throughout the application process.

Please note: Without a supporting statement and CV your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format. If you would like an adjustment to this process due to a disability please contact us at or

Closing date:11.30pm 20 October 2025.

This authority is committed to safeguarding and promoting the welfare of children young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Onsite