Customer Services Adviser

Our client is a large local government organisation and looking for an experienced Customer Services professional to join their team. This is initially a 3 month contract which may be extended for the right applicant.

This role is fully office based.

You will

Job purpose:

• To provide a professional and effective response to calls from Service Users, alarm calls and out of hours.
• To staff the Control Room working an agreed rotating shift pattern covering 24 hours a day 365 days a year.
• Provide assistance to our customers in non-emergency and emergency situations.
• Provide a high level of customer service to our client base.
• Ensure the integrity, accuracy and confidentiality of all information held.

Core accountabilities:

1. To respond to emergency and routine calls received by the Control Centre in a calm, efficient, sympathetic and helpful manner in accordance with procedures and policies.

1. To make emergency calls to all 3 emergency services and doctors, district nurse or contacts etc dependent on the individual person’s need at the time of the call.

1. To ensure all records are inputted accurately, that calls received are logged of action taken and complete other administrative duties required as part of the role. Plus from time to time undertake other duties commensurate with the level of the post within the Housing Services to help service delivery.

1. To respond to customer enquiries efficiently and deal with Out of Hours calls for East Devon and Teignbridge District Council.

1. To program, clean and prepare equipment as per manufacturers’ guidelines ready for installation.

1. Lone Working monitoring for staff and corporate clients. Plus responding to GPS devices and provide location information where available.

1. To book in new installations, data checks and equipment faults.

1. Accurately recording all actions taken and information relating to all services provided by the Home Safeguard service.

1. To adhere to Council policies in particular Data Protection, Safeguarding etc.

1. To develop and maintain a comprehensive knowledge of telecare equipment, related sensors and associated technologies and other role relative training and attendance of meetings.

1. Make sure that Home Safeguard offers a customer focused service using systems thinking principles.

1. Support the Council’s approach to equalities and diversity ensuring that our services and policies identify, address and promote the needs of our diverse community. This includes the need for safety of children and other vulnerable people.

PLEASE NOTE THIS ROLE IS INSIDE SCOPE OF IR35