Independence and Wellbeing Advisor
- Suffolk County Council – Beacon House, Ipswich IP1 5PB - Onsite
- £23,893 per annum (pro rata for part time)
- One permanent part-time position (20 hours per week) and several fixed term/secondment positions (full-time or part-time) available until March 2025.
- Flexible working options available
Are you passionate about social care and making a difference in people`s lives? Join our team as the first point of contact for social care enquiries in Suffolk?
As an Independence and Wellbeing Advisor, you will be the first point of contact for social care enquiries relating to Suffolk residents, including Adult Services, Children and Young People’s Services and Mental Health referrals. This will include managing different contact channels to deal with a diverse range of individuals and queries.
This is an excellent opportunity to gain experience and develop your knowledge in social care while supporting the community.
Your role and responsibilities
You will be responsible for providing exceptional customer service to a diverse range of individuals across various contact channels (telephone, email, webchat). This involves handling a high volume of enquiries, often complex and sensitive, while working towards specific targets.
You will be expected to:
- Effectively communicate with customers, actively listening and asking appropriate questions to understand their needs. Accurately identify the reason for contact and provide suitable advice or direct the enquiry to the correct team.
- Maintain accurate and up-to-date customer records within relevant systems. Ensure efficient data input and retrieval to support effective service delivery.
- Prioritise and manage multiple enquiries simultaneously. Promptly escalate urgent cases and transfer information to the appropriate teams as required.
- Provide accurate and helpful advice and guidance to customers, seeking clarification when necessary. Demonstrate empathy and understanding, particularly when dealing with vulnerable individuals.
- Contribute to a smooth handover between day and night services to maintain continuity of care for vulnerable adults, children, and families.
What you will need:
- A passion for social care and a commitment to improving people’s lives.
- Strong communication and interpersonal skills.
- Good literacy and numeracy skills.
- Proficiency in using computer systems (e.g., Explorer, Chrome, Word, Excel, Outlook).
- A systematic approach to problem-solving.
- Demonstrable understanding of data protection and safeguarding legislation.
- The ability to manage multiple tasks, prioritise effectively and meet deadlines.
- Confidence in making decisions under pressure.
You can view a full list of requirements in the Job and Person Profile (docx). If you believe you can succeed in this role, apply. Even if you don`t meet all requirements, still apply. We would appreciate the opportunity to consider your application.
The team
Customer First works as a team to support one another, we work together to ensure a high standard of service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities.
We will offer an in-depth training plan, both online and face-to-face. You will be supported by a mentor throughout the start of employment as well as a direct line manager. Team Leaders will be available at all times should you have any questions.
Empowering Everyone
We are big believers in potential, possibility and the power of different ideas. We are always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.
For more information
Please contact Sian Alexander for a casual conversation. You can reach them by calling 01473 296550 or emailing: [email protected]
If you want to apply for a secondment, read the secondment policy first. Make sure you get permission from your current manager before submitting your application.
How to apply
Step 1 - Read the Job and Person Profile (JPP) (docx).
Step 2 - Click ‘Apply Now’ to start your online application.
Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template.
- What skills and qualities do you possess that would make you successful in this role?
- Provide an example of a difficult conversation you have handled. What did you do and what was the outcome?
- Provide an example of when you have provided excellent customer service and advise what makes good customer service?
Please note: Without a supporting statement, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.
If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing: [email protected] or calling 03456 014412. If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process.
Closing date: 11.30pm, 29 September 2024.
Interviews: Week commencing 7 October 2024.
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Onsite
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