Service Care Solutions Ltd
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Telecare Officer - Southwark

A local authority in Southwark is recruiting for a a Customer Services Officer to their SMART (Telecare) team.

You will be monitoring client activations and ensuring the most appropriate course of action is taken to support vulnerable clients.

The Role
This focus of this role is to interact with customers to provide and process information in response to enquiries, concerns or requests for Council services, in a manner sensitive to the particular needs of a diverse community.

Deliver Customer Service excellence by providing advice and guidance by telephone, face to face, email, letters or text across a range of Council services ensuring swift resolution for customers.

Exercise a high level of independent responsibility, may be required to work in remote locations in hubs and mobile offices.
, Resolve customer enquiries from end to end, only referring on as a last resort
, Provide a front line customer service function demonstrating empathy and professionalism in an environment that may be demanding and stressful.
, Provide a comprehensive administrative service
, Interrogate the Council's systems to provide information and resolution to customer enquiries in an accurate, professional, courteous and timely manner.
, Administer the Council's customer relationship management system including checking, distributing works and closing tickets.
, Use windows based computerised systems to records information, draft letters and reports as required
, Encourage and assist customers to access Council services, forms and information via the Councils website.
, Record and maintain customer records, comply with Council policies and procedures and ensure confidentiality of customer information at all times.
, Ensure duties are undertaken in line with the Data Protection Act and other relevant legislation.
, Contribute towards the achievement of targets through achievement of services standards and customer service targets.

The Candidate
To be considered for this role, you will need an excellent understanding of the needs of vulnerable people is essential and at least 12 months recent experience of working with vulnerable people in their homes or similar experience in a customer services/ social care setting, either paid or voluntary, will also be required.:
, Customer Service Skills are a necessity, gained from any Customer Service background
, Good Communication skills, both inter team and external and people skills
, Professional work attitude, time keeping and team work
, Understanding of issues relating to equal opportunities
, Working knowledge of customer care and customer standards gained in either a public sector or commercial environment preferred.
, Experience of working in a customer facing role, dealing directly with and advising customers
, Ability to work effectively with challenging priorities, workloads and deadlines
, Able to understand and effectively use legal processes
, Good negotiation and problem solving skills
, Ability to draft correspondence, information and reports to a high standard using appropriate technology

The Contract
Day and night shifts are available so flexibility to work unsociable hours would be beneficial to your application.
This is a full time position working 36 hours per week on an initial temporary contract running until May 2020 with a strong chance of being extended or becoming permanent.

How to Apply
To apply for this role, please send your CV to Lee McMillan at Service Care Solutions via lee .

mc millan @ service care .

org .


You can also call Lee on 01772 208 966 to discuss the role in more detail.