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Customer Services Advisor G3
- Posted 18 March 2025
- LocationHavering RM12 United Kingdom
- Job type Contract
Job description
5-6 months contract with a Local Authority
Job Summary:
• The successful candidate will be responsible for delivering high standards of service while supporting the delivery of key social care functions.
• This role will involve handling a wide range of customer enquiries, offering accurate advice, and ensuring appropriate referrals to community and health partners.
• The post-holder may be required to work from multiple locations as necessary.
Key Duties/Accountabilities (Sample):
• Deliver the highest standards of customer service, in line with the Council’s values, across a variety of access channels (phone, web, and electronic communication).
• Ensure that enquiries are managed effectively and efficiently, aiming to resolve most issues during the first point of contact.
• Respond to and manage a broad range of enquiries, ensuring that each is dealt with appropriately unless the complexity requires escalation to senior staff for further screening and triaging.
• Ensure that customer issues are resolved within the agreed time frames and in compliance with relevant policies and procedures.
• Signpost and redirect individuals to the appropriate community and health partners as necessary, ensuring that this action is properly recorded in the required systems.
• Provide written information and/or appropriate referrals to service providers on behalf of the customer, ensuring that the customer’s needs are met.
• Maintain accurate and timely records of all customer interactions in accordance with the Havering Adults Social Care principles and practices.
• Ensure that all data entered relevant systems is compliant with governance standards and properly documented for future reference.
• Work closely with internal teams, external partners, and senior staff to ensure that service delivery is aligned with the Council’s priorities and provides effective outcomes for customers.
Skills/Experience:
• Proven experience in a customer-facing role, preferably in a social care or public sector environment.
• Strong communication skills, with the ability to handle a variety of enquiries and resolve issues at the first point of contact.
• Knowledge of social care services, community resources, and health partners.
• Ability to maintain accurate records and ensure compliance with governance and regulatory standards.
• Proficiency in using various access channels and IT systems to manage customer enquiries.
• Flexible approach to working across multiple locations, if required.
• A proactive and solution-focused attitude with a commitment to continuous improvement in service delivery.
Additional Information:
• The closing date: 21/03/2025 @12:00.
