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- Tasks: Support service users with complex needs through triage and administrative tasks.
- Company: Join Middlesbrough Council's dedicated Adult Social Care Team making a real difference.
- Benefits: Enjoy a blended working arrangement and gain valuable experience in a fast-paced environment.
- Why this job: Be part of a supportive team that values diversity and promotes equality while helping those in need.
- Qualifications: Experience in customer service or triage is essential; DBS check required.
- Other info: We welcome applications from all backgrounds and are happy to discuss adjustments for your application.
The predicted salary is between 30000 - 42000 £ per year.
Our Public Sector Client based in Middlesbrough requires a Customer Service and Support Worker to join their busy Adult Social Care Team.
The Purpose of the Post:
Middlesbrough Council has a dedicated team of homelessness, housing and domestic abuse professionals that can offer in-house multi-disciplinary support to people with a range of support needs. It is recognised that many service users will have a complex mix of issues and are likely to need help in a number of support areas. Working with a multi-disciplinary approach, this team aims to react quickly to those needs, developing risk assessments and support plans to address those needs appropriately.
The Front Door Team will have responsibility for leading on initial triage and carrying out an assessment to determine urgency, ensuring incoming work is prioritised according to priority level, co-ordinating information gathering and responses to referrals and delivering short-term case oversight until the service user is assigned to another appropriate team or service for ongoing support. The team will provide direct support to assist managers in Housing Solutions and Community Interventions with monitoring and reporting for statutory returns, performance monitoring or external funders to ensure services within ACT continue to provide financial assurances, and meet can be responsive to changing needs or gaps in provision. The team will act as the central hub for responding to queries and requests for information from external agencies, including out-of-hours provision, with an ability to react to changes in service user circumstances.
The Customer Support and Advice workers will be required to work in a fast-paced environment, ensuring that service users with a complex range of needs and difficulties are responded to appropriately and where possible provided with the appropriate immediate support. This team will offer a range of support to the wider team, working within a rota system that will require staff to work across locations within a blended working arrangement.
Duties and Responsibilities:
- Offer face-to-face support to the wider team at drop-in sessions and in the reception area.
- Process telephone calls and email enquiries in a timely manner.
- Provide a triage function to service users to assess priorities at the first point of contact and lead on short term case oversight of service users until their issues are resolved or assigned to another service for ongoing support.
- Support the ACT Middlesbrough teams in contacting service users to arrange meetings, gather information and required documentation, arrange interpreters etc.
- Provide general clerical/administrative support e.g. photocopying, filing, completion of standard forms, responding to routine correspondence.
- Undertake general business support. This will involve tasks such as processing orders and payments, minute taking, temporary accommodation administration, managing housing register enquiries (this list is not exhaustive).
- Engage in the ongoing development of partnership working with other front-line triage teams and emergency support partners, including out-of-hours, to ensure that service users with a complex range of support needs are provided with a holistic response that best meets their needs.
- Set up and maintain manual and computerised records/management information systems or service specific management information systems.
A DBS is required for this role and experience of working in a customer service/triage environment is essential.
Please apply with your CV in the first instance to Barker Ross Group values diversity and promotes equality. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.
Customer Advice and Support Worker in Middlesbrough employer: Barker Ross Group
Contact Detail:
Barker Ross Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Advice and Support Worker in Middlesbrough
✨Tip Number 1
Familiarise yourself with the local services and support networks in Middlesbrough. Understanding the specific challenges faced by service users in your area will help you demonstrate your knowledge during interviews.
✨Tip Number 2
Network with professionals already working in adult social care or customer support roles. Attend local events or join online forums to gain insights and potentially get referrals that could strengthen your application.
✨Tip Number 3
Prepare for situational questions by thinking of examples from your past experiences where you've successfully handled complex customer needs or worked in a fast-paced environment. This will showcase your problem-solving skills.
✨Tip Number 4
Research the specific duties of the role, especially around triage and case oversight. Being able to discuss how you would approach these tasks can set you apart from other candidates during the interview process.
We think you need these skills to ace Customer Advice and Support Worker in Middlesbrough
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the responsibilities and requirements of the Customer Advice and Support Worker position. Tailor your application to highlight relevant experience in customer service and triage environments.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous roles where you provided support in a fast-paced environment, particularly in social care or similar fields. Use specific examples to demonstrate your skills in handling complex situations.
Showcase Your Skills: Make sure to include key skills mentioned in the job description, such as communication, organisation, and teamwork. Provide examples of how you've successfully used these skills in past roles to support service users effectively.
Proofread Your Application: Before submitting your application, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Barker Ross Group
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Customer Advice and Support Worker. Familiarise yourself with the multi-disciplinary approach and how it applies to supporting service users with complex needs.
✨Showcase Your Communication Skills
As this role involves face-to-face support and handling enquiries, be prepared to demonstrate your excellent communication skills. Think of examples where you've effectively communicated with diverse groups or handled difficult situations.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and how you would handle urgent situations. Practice responses that highlight your ability to prioritise tasks and manage multiple cases simultaneously.
✨Highlight Relevant Experience
If you have experience in customer service or a triage environment, be ready to discuss it in detail. Share specific examples of how you've provided support, managed queries, or worked collaboratively with teams to achieve positive outcomes.
