Bromley Council
Location
Bromley, Greater London | United Kingdom
Job description
Job Category : Admin / Clerical
Location : Bromley Council
Hours Per Week : 36.00
Start Date : Immediate Start
Start Time : 08:30
End Time : 17:00
Salary: £10.31
Customer Service Advisor working within the telephone call centre in Adult Social Care
MAIN PURPOSE
To work as part of a team within Bromley Assessment & Care Management Division, to provide a high quality, prompt and effective front-line service to the public and other professionals:
• To provide information and advice for service users, carers and care professionals.
• To steer people to support available within the community or universal services and to consider the individual’s personal strengths, capability and support network to access this
• To determine whether a person appears to have needs that require care and support
• To gather initial information to identify whether a person has the capacity to understand and articulate their own needs
• To gather initial information to identify whether a person faces any potential safeguarding issues
• To work in conjunction with team colleagues and other professional staff to ensure that service user’s needs are met appropriately
SUMMARY OF RESPONSIBILITIES AND DUTIES
• To deal with all enquiries in a professional, friendly and welcoming manner whether by telephone, email or post.
• To provide information, advice and/or redirection to all people who seek support from the local authority, irrespective of any existing care or determination of eligibility.
• To ensure that information and advice provided is straightforward, relevant, accurate and accessible to all sections of the community.
• To listen, question and take appropriate information to establish the nature of the enquiry and the degree of urgency, being responsive to the needs and feelings expressed.
• To signpost customers to the support available within the community.
• To determine whether a person has care and support needs or a carer has support needs and refer them on for an assessment
• To gather basic information about an individual’s capacity and capabilities, the severity of their needs, and the overall impact of the current circumstances on their wellbeing, to inform the most appropriate assessment format.
• To identify and fast-track urgent situations and potential safeguarding issues through to the appropriate worker/service.
• To make fullest use of IT systems to process referrals and access information.
Progression Criteria from BR6 to BR7
Under direction and guidance:(as part of DISCUSS)
• Regularly puts in extra effort to explore a customer’s needs and resolve their problems/requests for service
• Demonstrated an ability to work under pressure and deal directly with more challenging customer interactions.
• Conforms to Corporate position as evidenced in persevering with explaining the Council’s position even when under pressure by customers.
• Demonstrated extensive knowledge/awareness of services provided by LBB, other statutory organisations and the community.
• Demonstrated an ability to deal with urgent and complex cases and advise appropriately on the best contact to deal with issues.
• Demonstrated a ‘can do’ attitude and takes on tasks willingly.
• Worked jointly with CMA/CM/SCM/OTA/OT/SOT colleagues when required, especially cases where there is a high level of risk.
• Quickly adapts to changes in priorities and responds positively to meeting urgent deadlines.
• Maintained a higher level of knowledge regarding services, resources and procedures with Bromley to enable participation in the induction programme of new staff.
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