Children’s Service Agent – First Response (Customer Service)
Start: ASAP (June 2024)
Duration: 3 months initially (likely to extend)
Rate: £15.75 p/h (Umbrella, Inside IR35)
Hours: Full time, 37 hours per week
Working pattern: Initial induction and training onsite, 3 days per week onsite, (occasionally 4) thereafter
Location: Leicestershire Area
An opportunity has arisen for a well-organised and resilient individual to join the Children and Family Services Business Support Team as a First Response Children’s Service Agent. The main focus will be to act as the first point of contact for Children’s Social Care service users, by phone and email.
Main duties and responsibilities:
• To work with a range of internal and external agencies to ensure the safeguarding of children and young people and referral to services to achieve the best outcomes for the child
• Provide the best quality service for all First Response Children’s Duty service users, maintaining professional standards and responding to concerns appropriately
• To process a range of referrals received from professionals and members of the public via email and phone
• To be responsible for a range of generic email boxes to process different types of referrals
• To utilise case management systems for inputting and gathering accurate and timely information
• To consult with other agencies to obtain missing mandatory information required
• To communicate effectively with Social Workers, Team Managers, professionals and members of the public
• Problem solving - using initiative to respond quickly and escalate enquiries to a senior where there are immediate safeguarding concerns
• To be able to follow written processes and guidance provided
• To be able to prioritise your own workload and work as part of a team
Requirements:
• An NVQ2 in Customer Services or equivalent relevant qualification or relevant experience in a customer facing environment
• Have experience of communicating with children, young people and their families or professionals from different agencies
• Must be able to handle sensitive and distressing information
• Experience of working in stressful environments and within a team
• Must have experience of handling sensitive information and accurate recording
• The ability to prioritise own workload and work to tight timescales
• Must be able to maintain a professional demeanour
If you are interested in the role, we would love to hear from you! Please apply to receive more information.