Contact Centre Support Officer – Adult Social Care
Duration: 4 months contract with likely extension
Rate: £12.18 per hour, PAYE
Hours: 37 hours per week, full-time
Working Pattern: Hybrid
Location: West Midlands
Please note you will NOT be considered for this role unless you have a DBS, this must be on the update service or processed within the last 12 months.
Our client is currently looking for a Contact Centre Support Officer to act as the first point of contact for Adult Social Care enquiries and provide excellent customer service.
Responsibilities:
- Resolving queries through the provision of advice and information; signposting customers to other agencies who can meet their needs and referral on to the appropriate team
- Process correspondence/assessments/applications received and sent by the Adult Social Care Customer Services Organisation
- Book appointments for officers for telephone or face to face visits in line with agreed procedures, and the notification of customers
- Responsible for taking customer enquiries through the provision of excellent customer service via any access channel at times commensurate within the needs of the business
- Monitor and review the work of the team including regular audits, in accordance with performance/quality standards/borough procedures
- Accountable for working within service standards and performing against agreed targets
- Resolve queries by providing accurate signposting to other services / service providers
- Complete and update appropriate paperwork and electronic records/databases, to record enquiries, assessments and responses / resolutions to queries
- Maintain and update records accurately and in a timely manner in accordance with service standards and targets
- Extracts and provides, as requested, information from service users/carers electronic and paper records in accordance with all relevant legislation e.g. Data Protection, Freedom of Information etc
- Accountable for enhancing internal customer relationships and improving service delivery and customer satisfaction, through adherence to customer care policies and procedures
Requirements:
- A standard DBS check is required for this role
If you are interested in the role, we would love to hear from you! Please apply to receive more information.
At Venn Group, we endeavour to respond to all applications. However, due to the volume of applications we receive, if you have not heard from us within 48 hours, please assume you have been unsuccessful on this occasion