Customer Service Advisor - Care &Wellbeing Hub

Role Overview

The Lincolnshire Carers Service provides information, advice and support to unpaid carers across Lincolnshire. Support can take many forms including in relation to accessing support groups, employment and volunteering opportunities, Benefits and grants, emergency planning, Statutory Carers Assessments

Key Responsibilities

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Main duties & responsibilities

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Provide an exceptional customer service experience to all Carers that reach the Customer Service Centre, regardless of contact method (Telephone, Email, E-referrals, Chat)

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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 carers concerns, whilst recording accurately on the appropriate IT systems

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Providing solutions and problem solving for the carer using a strength-based approach

* Provide relevant and accurate information and guidance to support the Carers to maintain their unpaid caring role whilst balancing 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 carers are dealt with courteously, fairly and without prejudice, including where necessary, networking with 3rd party organisations to support non-English speaking carers.

* Liaise with other professionals to identify the most appropriate next steps for the carer

* Identify and prioritise urgent contacts and respond appropriately without delay

Referral Reward

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If you know someone suitable for this role, refer them and receive a reward for each successful placement.

How to Apply

If you are interested in this opportunity, please apply below and we will be in touch
Only candidates based in UK and eligible to work in UK are allowed