Customer Service Advisor Out of Hours (part time)
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Job Summary
- This is an Out of Hours position.
- Shifts include overnights evenings weekends and public holidays.
- Candidates must be flexible and available to work the required shift patterns.
- The worker must be eligible to work in the UK.
- Monday Thursday: 5:30pm 8:00am
- Friday Monday: 5:30pm 8:00am
- Overnight shifts may include 12:00 midnight 8:00am
- Customer Service & Call Handling
- Act as the first point of contact for out-of-hours enquiries.
- Respond to calls from the public professionals and partner agencies.
- Deliver a professional efficient and customer-focused service.
- Handle all enquiries sensitively and appropriately.
- Act as the first point of contact for out-of-hours enquiries.
- Adult & Childrens Social Care Support
- Process emergency calls for Adult Social Care and Childrens Services.
- Handle enquiries from police health services social care professionals and the public.
- Gather relevant information accurately and efficiently.
- Escalate urgent safeguarding concerns to appropriate teams.
- Process emergency calls for Adult Social Care and Childrens Services.
- Corporate & Local Authority Services
- Manage calls related to housing repairs district council services library services heritage services highways services and registration services.
- Provide information and support in line with agreed procedures.
- Manage calls related to housing repairs district council services library services heritage services highways services and registration services.
- Information Gathering & Processing
- Record enquiries accurately on relevant systems.
- Maintain confidentiality at all times.
- Ensure information is input correctly and shared with relevant teams.
- Follow procedures for referrals incidents and emergency situations.
- Record enquiries accurately on relevant systems.
- Systems & Administration
- Use customer service systems and databases effectively.
- Maintain accurate records and case notes.
- Produce and update records as required.
- Ensure compliance with information governance and data protection requirements.
- Use customer service systems and databases effectively.
- Team Working
- Collaborate with colleagues and partner organisations.
- Participate in training and development activities.
- Support service continuity across all out-of-hours functions.
- Contribute positively to team objectives and service standards.
- Collaborate with colleagues and partner organisations.
- Qualifications
- Essential: Good standard of education including English and Mathematics (or equivalent).
- Desirable: Customer Service qualification Business Administration qualification Contact Centre or Call Centre training.
- Essential: Good standard of education including English and Mathematics (or equivalent).
- Knowledge
- Essential: Excellent customer service principles and practices knowledge of confidentiality and data protection requirements understanding of safeguarding and dealing with sensitive information good IT literacy.
- Desirable: Knowledge of local authority services understanding of Adult Social Care or Childrens Services knowledge of emergency call handling procedures.
- Essential: Excellent customer service principles and practices knowledge of confidentiality and data protection requirements understanding of safeguarding and dealing with sensitive information good IT literacy.
- Experience
- Essential: Previous customer service experience experience handling telephone enquiries in a busy environment experience working with computerised systems and databases experience dealing with sensitive or confidential information.
- Desirable: Previous contact centre or call centre experience local authority experience experience supporting social care housing or public sector services experience working out of hours or emergency response services.
- Essential: Previous customer service experience experience handling telephone enquiries in a busy environment experience working with computerised systems and databases experience dealing with sensitive or confidential information.
- Skills & Competencies
- Essential: Excellent communication skills strong listening and information-gathering abilities ability to remain calm under pressure strong customer service skills good attention to detail ability to prioritise and assess urgent situations competent in Microsoft Office and Windows-based systems ability to work independently and as part of a team professional and resilient approach to challenging situations.
- Essential: Excellent communication skills strong listening and information-gathering abilities ability to remain calm under pressure strong customer service skills good attention to detail ability to prioritise and assess urgent situations competent in Microsoft Office and Windows-based systems ability to work independently and as part of a team professional and resilient approach to challenging situations.
- This is a 12-week temporary contract.
- Rate: 16.49 per hour (Umbrella).
- Location: Lancaster House Lincoln Lincolnshire (LN1 1XX).
- 25 hours per week.
- Out of Hours shift-based working.
- Shifts include evenings nights weekends and public holidays.
- Overnight shifts may include 12:00am 8:00am.
- Pay is provided on a bi-weekly basis.
- Previous customer service or contact centre experience is highly desirable.
- Local authority or social care experience is advantageous.
- Must be eligible to work in the UK.
Required Skills:
Experience Essential Experience in an administrative or business support role. Experience maintaining electronic records and databases. Experience using spreadsheets and data systems. Experience handling confidential information. Experience producing reports and management information. Desirable Previous Local Authority experience. Experience within Childrens Services Education Health or Social Care. Experience working with referral processes. Experience supporting managers in a busy service environment. Skills & Competencies Essential Excellent organisational and prioritisation skills. Strong attention to detail. Excellent communication skills both written and verbal. Ability to accurately record and process information. Good data management and reporting skills. Ability to work independently and as part of a team. Ability to manage competing priorities and deadlines. Emotional resilience when handling sensitive and distressing information. Strong customer service skills. Additional Information This is a 9-month temporary contract Rate: 16.88 per hour (Umbrella) Location: Coed Pella Colwyn Bay Conwy County Borough Part-time 22.5 hours per week Hybrid working available following induction and training Working pattern to be agreed after induction Pay is provided on a bi-weekly basis Previous Local Authority Childrens Services Education or Social Care experience is highly desirable Candidates should live locally or within a reasonable commuting distance of Colwyn Bay.
