MAIN ACCOUNTABILITIES:

• Provide an exceptional customer service experience to all Carers that reach the Customer Service Centre, regardless of contact method (Telephone, Email, E-referrals, Chat)
• Using your knowledge and judgement, ensure all contacts are dealt with proportionately and in accordance with relevant legislation, policies and procedures (e.g. the care act / framework and safeguarding) and keep up to date with legislation changes as required
• Through effective call control and a strength-based methodology gather the required information showing empathy and understanding to the customers concerns, whilst recording accurately on the appropriate IT systems
• Providing solutions and problem solving for the customer using a strength based approached
• Provide relevant and accurate information and guidance to support the Carers to maintain their unpaid caring role whilst maintaining their own quality of life
• Identification of need for and production and updating of Carers Emergency Response Plans
• Undertake follow up calls to confirm information and advice provided has been successful and provide appropriate outcomes
• Ensure all customers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking customers.
• Liaise with other professionals to identify the most appropriate next steps for the customer
• Identify and prioritise urgent contacts and respond appropriately without delay
• Ensure your knowledge is kept up to date by utilising the knowledge base provided and timely completion of training including Mandatory and Service Area courses
• Regularly contributes to the creation of knowledge base content or identifies where amendments are required
• Build relationships with colleagues, clients, professionals, and 3rd party organisations as appropriate; demonstrating a willingness to readily share knowledge, offer support and promote a culture of continuous improvement
• Respond positively to change and take a flexible approach to all aspects of work
• Strive to achieve individual and team objectives and KPI targets
• Comply to the Customer Service Centre’s PCI data security standards and protocols
• The accountabilities contained within this Success Profile are not exhaustive and include any other reasonable duties which arise from the nature of the role within the service or in a comparable post in any of the Company’s other services

MAIN PURPOSE:

To understand the needs of unpaid carers. To provide information, advice, and guidance and to make appropriate onward referrals to support carers to maintain their unpaid caring roles.
To provide an administrative function to support the service

WHAT YOU WILL NEED FOR THE ROLE:

• English and maths GCSE or equivalent or proven literacy and numeracy skills
• Excellent verbal and written communication skills
• The ability to talk and type
• Experience in either a face to face or telephone customer service environment
• Experience in an administrative role
• Competent in Microsoft office applications, word, excel and outlook
• Experience of working within a social care function or demonstrates an understanding of and aptitude for of this type of work is desirable
• Experience of working in a public service environment is desirable