Customer Support Advisor - Hammersmith & Fulham

Job Description

Customer Support Advisor – Hammersmith & Fulham (Temp Vacancy) Pay Rate: 17.27phFull-Time (36 hours)To be the first point of contact for resident’s enquiries regarding Social Care enquiries. To deliver excellent service to residents contacting the Councils Social Care and Public Health services by telephone, web, email, and other channels, aiming to providean efficient and accurate service. Customer Support Advisor will advise and provide support on a diverse range of services and partnership services resolving at the first point of contact wherever possible and ensuring council services interface seamlesslywith other council office departments.Responsibilities:

• To act as the first point of contact, providing initial advice to residents regarding the in-year rent increase and resolving directly the most frequent service requests by; telephone, email, web, and other social media channels

• Where appropriate signpost residents to the most suitable support service within the council, health and voluntary community sectors and financial support depending on their circumstances (Direct Payments, Housing Benefit for Discretionary Housing Paymentsor for Housing Support Payments)

• To capture accurate and detailed information to pass to the social care team within community connect or other council departments where a complex enquiry is made

• To access and record actions on the council’s CRM and Mosaic database systems relevant information and services, for example, completing contact forms, contact assessment to establish prevention and early intervention needs or other wrap around supportservice e.g. food bank referral, older person digital inclusion training, befriending service, welfare check calls

• To capture and update relevant customer information in CRM and Mosaic systems

• Where a resident makes you aware they are on package of care plan, or direct payment plan you will deal with their enquiry at first point of contact sign posting or making the relevant referral to specialist team within social care and update systems accordinglyon advice given and action taken to manage resident expectations

• Where hardship is identified make referrals to the Welfare Benefit Team for income maximisation or to voluntary community sectors e.g. citizen advice, age concern, crosslight or other financial debt advice organisations.

• Encourage and promote direct payments to residents to sign up to remain independent and choosing their own carers to support their care needs.

• To work in a performance management driven culture with SMART objectives linked to the overall key performance indicators, customer satisfaction and first contact resolution targets.

• To act as an ambassador for excellent customer service standards taking ownership for resolving each customer enquiry

• To act as positive role model for other staff members, and convey the LBHF standards and values at all times

• To quickly understand customer requirements and resolve these in an efficient manner and deliver an excellent customer experience

We offer:

• 24 hour one on one specialist consultant based within your geographical area
• 4Recruitment Services Employee Benefits Programme
• Our own dedicated payroll support ensuring you get the full benefits of your payment

Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.To discuss this vacancy or other vacancies in your area please contact