At a Glance
- Tasks: Be the first point of contact, providing support and guidance to residents and families.
- Company: Join City of York Council's Adult Social Care team, dedicated to community wellbeing.
- Benefits: Generous leave, pension scheme, health initiatives, and continuous learning opportunities.
- Other info: Flexible working options and a collaborative team atmosphere await you.
- Why this job: Make a real difference in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 31500 - 38500 £ per year.
INTERNAL VACANCY
If you are an internal candidate interested in applying for this job as a secondment opportunity, please discuss with your current line manager before submitting your application.
City of York Council Adult Social Care is looking for a motivated
Customer Contact Worker to join its Front Door Team.
As the first point of contact for residents, carers, families, professionals, and partner organisations, you will provide information, advice, guidance, and signposting to help people access the right support at the right time.
The Front Door service is developing into a responsive, person-centred team focused on promoting independence, wellbeing, and early support through community resources, preventative services, and Adult Social Care.
You will play an important role in shaping and improving this evolving service.
Key Responsibilities
- Respond to enquiries by phone, email, and online.
- Gather information sensitively to understand individual needs.
- Provide advice, guidance, and signposting to relevant services.
- Support screening and triage processes in line with Care Act legislation.
- Maintain accurate records using electronic systems.
- Work collaboratively with colleagues and contribute to service improvements.
- Deliver a positive customer experience for everyone contacting Adult Social Care.
About You
- Experience in a customer-focused environment.
- Excellent communication, listening, and interpersonal skills.
- The ability to handle sensitive conversations with empathy and professionalism.
- Strong organisational and IT skills.
- The ability to prioritise work in a busy environment and work effectively both independently and as part of a team.
- A commitment to promoting independence, wellbeing, equality, and inclusion.
Experience in social care, health, housing, customer services, community support, contact centres, or related fields would be advantageous.
Working Arrangements
This is an office-based role , supporting a collaborative team environment where colleagues can share knowledge, learn from one another, and work together to achieve the best outcomes for York residents.
This post is suitable as a job share opportunity.
City of York Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment.
We require the successful candidate to undertake an enhanced Criminal Record check via the Disclosure and Barring Service.
The Council is committed to investing in the talent and wellbeing of our staff and can offer a generous annual leave allowance, access to the Local Government Pension Scheme, comprehensive Health & Wellbeing initiatives and a reward package which recognises your contribution.
We can offer flexible working practices, community engagement and volunteer activities and, as part of our commitment to you, promote continuous Learning & Development.
In addition we also offer a growing range of discounts, rewards and savings.
For further information or an informal discussion please contact Gabrielle Gardner at gabrielle. gardner@york. gov. uk
Interview date: Week commencing Monday 14 September
Internally advertised posts are only open to CYC, WWY and Be Independent employees. Explore and Veritau employees are not eligible to apply for these posts.
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Customer Contact Worker employer: City of York Council
City of York Council is an excellent employer, offering a supportive and collaborative work culture that prioritises the professional growth of its employees. With flexible hybrid working arrangements and a strong focus on health and wellbeing, this role not only allows you to make a meaningful impact on children's lives but also ensures a balanced and fulfilling work experience.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Contact Worker
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at City of York Council. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like City of York Council before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Contact Worker
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to City of York Council:Your cover letter is your chance to shine! Tell us why you want to work at City of York Council specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at City of York Council!
How to prepare for a job interview at City of York Council
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
