Product Features
Blog
Contact Us
Sign In
Capita
,
London, Greater London
Adult Care Customer Officer
|
|
Job Type: Full-time |
|---|
Overview
Location : 2 Bristol Avenue, Collingdale Working hours: Monday-Thursday, 9:00am-5:15pm, Friday, 9:00am-5:00pm Salary: £25k As an Adult Care Customer Officer, you will be working with the Social Care Direct team, a small team responsible for enhancing the quality of life for people with care and support needs. You will assist with incoming telephone calls and emails for Barnet Adult Social Care, and will be responsible for gathering information to understand our client's needs. With this information, you will then be able to make the appropriate referral to ensure our client receives the support and help they need. This is an excellent and rewarding opportunity for a personable individual with good customer service skills, who is looking to utilise their skills in a meaningful way. Full training will be given to ensure that you are comfortable and confident in the role. Key Responsibilities: Operating within the team, handle the tasks and activities arising from the phone-calls, e-mails, fax, web forms and post received on a daily basis by Social Care Direct team. When required during peak times and staff absence, take the phone-calls received on a daily basis by Social Care Direct. Monitor and process all the incoming contacts to Social Care Direct whether this be by phone, e-mail, through the web portal, post or fax. Work with qualified staff from Social Work and Occupational Therapy Teams within Adult Social Care to ensure information gathered supports the decision making processes required to progress cases. Generally to work cooperatively with all teams in adult social care including Business Support, Telecare, Sensory Team, etc Ensure that handovers and referrals are handled in a timely manner supported by the required level of information and data. Comply with Safeguarding procedures to ensure that safeguarding concerns are dealt with in a timely and appropriate manner in terms of any referral and information required. Mentor less experienced staff. Maintain accurate and timely recording using Mosaic system and any paper records required. Using other electronic systems required to fully complete tasks required (e.g. using Millflow) Ensure communication with customers, carers and partner agencies whether by phone or in writing by email or letter is timely, accurate and adheres to legal, policy and procedural requirements. Support, promote and apply supported self-assessments, direct payments, Telecare equipment and enablement to support the principle of service users and carers having choice. Person Specification: Customer Service experience Good telephone manner Team player - able to work well both in a team and independently Competent computer user - the ability to talk and type at the same time Able to work well under pressure Social care background is advantageous, but not