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- Tasks: Handle emergency calls and provide exceptional customer service for council services.
- Company: Local authority offering a supportive work environment.
- Benefits: Flexible working hours, agile working opportunities, and valuable experience.
- Other info: Dynamic role with potential for career growth and training.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Customer service experience and GCSEs in English and Maths.
The predicted salary is between 1300 - 1600 £ per month.
This is a 6-month contract position with a local authority, serving as the first point of contact for the County Council’s Out of Hours Service. The role involves handling emergency and sensitive calls related to Adult and Children’s Social Care, as well as other council services. It requires accurate information gathering, efficient processing, and delivering exceptional customer service in a fast-paced environment.
Responsibilities:
- Respond promptly to emergency and out-of-hours calls from professionals (Police, Health Services) and the public.
- Handle sensitive and confidential information with discretion and professionalism.
- Accurately record and process information in line with council policies and procedures.
- Provide advice and guidance on council services, including Adult Care, Children’s Services, Highways, Housing Repairs, Libraries, and Heritage enquiries.
- Escalate urgent cases to appropriate teams or emergency services as required.
- Maintain up-to-date knowledge of council services and procedures.
Essential Experience:
- Previous experience in a customer service or call-handling role, preferably in a public sector or emergency service environment.
- Experience dealing with sensitive or confidential information.
- Ability to remain calm and professional under pressure.
Essential Qualifications:
- GCSEs (or equivalent) in English and Maths.
- Proficiency in Microsoft Office and Windows-based applications.
- Training in safeguarding or social care (desirable but not essential).
Additional Information:
- Working hours: 20 hours per week
- Location: 36 Orchard Street, Lincoln, Lincolnshire, LN1 1XX, United Kingdom
- The role requires a DBS check.
- This is an Out of Hours position, handling a mixture of Social Care and Corporate calls. Shifts include working overnight (12 midnight until 8 am), evenings, weekends, and all public holidays. Core hours are Monday-Thursday 17:30-08:00 & Friday to Monday 17:30-08:00.
- Our offices are based in Lincoln City Centre at Lancaster House, and we offer agile working opportunities (a mix of office and home working) once you’re settled in and fully trained.
- Interviews will take place during the week commencing 5th January, with a view to start during the week commencing 12th January or 19th January. Interviews will be in person at 3rd Floor Lancaster House, Orchard Street, Lincoln, LN1 1XX, lasting 30-45 minutes, and may include role play to assess capability in handling difficult conversations. Please inform us in advance of any special requirements you may have for the interview.
- The role closes on 2nd January 2025, apply ASAP.
The Customer Service Centre is the First Point of Contact for many of County Councils Services, including Adult Care, Children’s Services, Highways, Registration & Celebratory Services, Library Services. We deliver a diverse range of services, many of which play an important part in people’s lives - whether it is carrying out a Social Care Assessment to enable a resident to stay safely at home, taking a contact to support a Child in Need or simply renewing a library book, it can be hard, but rewarding work.
Out of Hours Customer Service Advisor in Lincoln employer: CRA GROUP RECRUITMENT AND PAYROLL LTD
Contact Detail:
CRA GROUP RECRUITMENT AND PAYROLL LTD Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Out of Hours Customer Service Advisor in Lincoln
✨Tip Number 1
Get to know the role inside out! Familiarise yourself with the responsibilities and services mentioned in the job description. This will help you shine during interviews and show that you're genuinely interested in the position.
✨Tip Number 2
Practice your call-handling skills! Since this role involves dealing with sensitive situations, try role-playing with a friend or family member. This will help you stay calm under pressure and improve your communication skills.
✨Tip Number 3
Don’t forget to showcase your experience! Think of specific examples from your past roles where you’ve handled emergencies or sensitive information. We want to hear about how you’ve made a difference in customer service!
✨Tip Number 4
Apply through our website ASAP! The sooner you get your application in, the better your chances. Plus, it’s a great way to ensure your application is seen by the right people. Good luck!
We think you need these skills to ace Out of Hours Customer Service Advisor in Lincoln
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Out of Hours Customer Service Advisor role. Highlight your relevant experience in customer service, especially in handling sensitive information, as this will show us you understand the importance of discretion.
Showcase Your Skills: Don’t forget to mention your ability to stay calm under pressure! We want to see examples of how you've managed challenging situations in the past, especially in a fast-paced environment like emergency services.
Be Clear and Concise: When filling out your application, keep your language clear and to the point. We appreciate straightforward communication, so make sure your key skills and experiences shine through without any fluff.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at CRA GROUP RECRUITMENT AND PAYROLL LTD
✨Know Your Stuff
Familiarise yourself with the council's services, especially those related to Adult and Children's Social Care. Being able to discuss these services confidently will show that you're prepared and genuinely interested in the role.
✨Stay Calm Under Pressure
Since this role involves handling emergency calls, practice staying calm and collected. You might want to role-play difficult scenarios with a friend or family member to get comfortable with managing sensitive conversations.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you provided exceptional customer service, especially in challenging situations. Highlight how you handled sensitive information and maintained professionalism.
✨Ask Thoughtful Questions
At the end of the interview, have a few questions ready about the role or the team. This shows your enthusiasm and helps you gauge if the position is the right fit for you. Consider asking about the training process or how success is measured in the role.