Customer Service Advisor

Deliver an enhanced customer experience that promotes wellbeing to local people in their local communities.
Enable people to live independently for longer by supporting people to retain or regain their skills and confidence, and prevent the need or delays in deterioration wherever possible.
Focus on the customer's outcomes, will also contribute to the strategic outcomes of Sandwell MBC and partner organizations., To support and maintain a culture that puts the customer at the centre of the service delivery, working positively with local communities.
To focus on the importance of customer service and emphasise this in all activities.
To act in the best interests of service users by setting clear, agreed and achievable standards of customer service.
To respect the confidentiality of service users by treating information about service users as confidential and use it only for the purposes they have provided it for.
To act within the limits of your knowledge, skills and experience.
To communicate properly and effectively with service users and other practitioners.
To manage a workload of vulnerable people and children who are referred within the service, ensuring a customer outcome focus approach.
To ensure all case records are accurate and recorded in a timely manner.
To liaise with service providers, partner agencies etc to ensure the effective delivery of services.
To undertake market research/ customer surveys in line with the Change Management Vision to improve service delivery and performance improvement.
To complete an update appropriate paperwork and electronic records/databases, to record enquiries, assessments and responses/ resolutions to queries. Records to be maintained and updated accurately and in a timely manner in accordance with service standards and targets. This will include the scanning and indexing of relevant paperwork and supporting documentation.
Extracts and provides, as requested, information from service users/carers electronic and paper records in accordance with all relevant legislation. E.g. Data Protection, Freedom of Information etc.
Collates and maintains information and statistical data for the preparation of reports, returns and management information
Responsible for presenting a professional image of Sandwell MBC at all times.
Processes financial transactions in accordance with financial regulations.
Undertakes the ordering of services and/or equipment using the SBS ordering system or other systems, ensuring accurate recording.
Uses IT equipment and specialist software to input, amend or extract information or utilising specialist training with reference to operating manuals, including work of a confidential nature.

Responsible for identifying process improvements and contributing to the implementation of new procedures, developments and working methods, including updating and guidance manuals and briefing team members, This role is for 37 hours per week and the service operates 9am to 5.30pm Monday to Thursday and 9am to 5pm on Fridays. The Enquiry service operates from a fixed office location.

The post involves delivering an enhanced customer experience to people accessing Adult Social Care, that promotes wellbeing to local people in their local communities. The ideal candidate will have experience of working within a busy Contact Centre environment and will need to:
deal with incoming calls and process requests for services from all customer enquiries across multiple channels,
be an active listener, with clear communication skills,
have excellent IT skills as the role requires the use of numerous systems and applications
be able to offer a service focused on customer experience and care
You must have GSCE English and Maths or an equivalent qualification