Customer Advisor Social care and Admissions

Hertfordshire | Other



    To provide the initial point of contact for Hertfordshire citizens and businesses wanting to access the Council's services.


    Contact will be primarily through telephone or e-Service (web or email) channels, although future planned technology developments are likely to see these channels expand to include customers communicating with HCC via social media channels such as Twitter or Facebook. Correspondence by letter and other "white mail" will also be in scope for this role.


    Delivering services which are of the highest-quality, effective, efficient & innovative, the main purpose of the Customer Adviser role is to provide advice, assistance and support to citizens and businesses interacting with the Councils services. Customer Advisers will be required to deal effectively with incoming customer requests on a range of different issues and ensuring that these are logged on the appropriate technology and dealt with to a high standard, in line with agreed processes and procedure to ensure an excellent customer experience relating to the council's services.


    Key accountabilities

    • Managing social care enquiries for Adult social care, Children's social care, School admissions and other services as required.
    • Handling telephone and email contacts to a professional standard from members of the public and multi-disciplinary professionals.
    • To analyse risk in relation to Potential Safeguarding and Urgent referrals and appropriate prioritisation to ensure referrals are dealt with within SLA and potential risk is minimised.  Ability to communicate urgency to Manager and seek any necessary guidance.
    • Handling telephone calls from members of the public and professionals via live telephone calls, written correspondence, e-mails and faxes in a professional, polite and courteous manner.
    • Signposting to external agencies where appropriate.
    • Dealing with calls on services provided by HCC
    • To maintain confidentiality regarding customer records.

    What we offer

    • Salary £21,000
    • 25 days annual leave plus bank holidays and the chance to buy more;
    • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships;
    • The chance to make a positive difference in a company passionate about diversity and inclusion;

    About Serco

    At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services.  We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.


    Please click on the apply button to be taken to our careers website

    Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

    We see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates. We're a proud holder of the Silver Inclusive Employer Standard and we actively encourage applications from females, those with disabilities or from an ethnic minority background. 

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    Contract Type
    Expiry Date
    11/10/2022 07:22:00
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