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- 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
- Expected to manage across different contact channels (telephone, email, webchat) and multi-task while providing exceptional customer service in a pressurised target-driven environment
- Responsible for dealing with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals, and you will be expected to use your skills and knowledge to support customers to achieve the best outcome, in line with Suffolk’s organisational values, drivers and operating models.
- Responsible for a seamless transition between day and night services enabling the council to fulfil its statutory duties to vulnerable adults, children and families.
- To communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care
- Maintain effective use of customer information systems and databases to ensure high-quality and accurate recording and data quality
- Work quickly and effectively to ensure information is passed to the appropriate team or worker as soon as possible
- Provide accurate and effective advice and guidance to customers, always seeking clarification where unsure, in order to provide accurate advice.
- Passionate about Social Work & delivering
- Good level of literacy and numeracy skills
- Evidence of continued professional development
- Relevant compute literacy (Explorer, Chrome, Word, Excel, Outlook)
- The ability to problem-solve and define a problem systematically
- Demonstratable understanding of data protection and safeguarding legislation
- The ability to clarify tasks and prioritise work to achieve deadlines
- The ability to make decisions in pressurised situations.
