Independence and Wellbeing Advisor

As an Independence and Wellbeing Advisor within Customer First, you will play a vital role in supporting our communities, safeguarding vulnerable people, and delivering services that make a real and lasting difference. This is an office-based role at Endeavour House, Ipswich. Reimagine the possibilities. Your role and responsibilities As an Independence and Wellbeing Advisor, you'll be the first point of contact for social care enquiries relating to Suffolk residents. These may include:

• Adult Social Care.
• Mental Health referrals.
• Signposting to partner agencies.
You will manage a variety of contact channels-including telephone, webchat, email, and online referral forms-to provide clear information, practical advice, and timely referrals to the appropriate teams. As this Customer First is a call centre you will be completing repetitive incoming phone work whilst simultaneously taking notes on a computer. Your responsibilities:
• Communicating effectively with customers by actively listening, asking the right questions, and understanding their needs.
• Liaising with a wide range of professionals including police, schools, ambulance services, and other agencies.
• Working collaboratively within a supportive team to deliver excellent customer service.
• Providing accurate advice and seeking clarification where required.
• Demonstrating empathy and sensitivity, especially when supporting vulnerable individuals.
• Maintaining accurate, up-to-date records to ensure the best possible service delivery., You can view a full list of requirements in the . If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.
The team Customer First is the central point for all social care enquiries across Suffolk. We are proud to be part of a wider service that protects, supports, and empowers people in need. What you can expect:
• A supportive team environment where colleagues work together to share knowledge and expertise.
• A diverse team with varied backgrounds and experience.
• Comprehensive training-both online and face-to-face-to help you grow into the role.
• A dedicated mentor and consistent support from your line manager., Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Tell me about yourself and what has led you to apply for this role at this time in your career?
• Tell me about a time you had to deal with a vulnerable or distressed customer. How did you handle the situation and what was the outcome.
• Describe a situation where you had to manage multiple priorities or tasks. How did you stay organised and meet your deadlines?
• What does excellent customer service mean to you, and how do you ensure you deliver it consistently?
  
  A genuine passion for social care and improving people's lives.
• Resilience and confidence in decision-making.
• Effective communication and interpersonal skills.
• Good literacy, numeracy, and IT skills (Explorer, Chrome, Word, Excel, Outlook).
• A logical, methodical approach to problem-solving.
• An understanding of data protection and safeguarding responsibilities.
• The ability to multitask, prioritise effectively, and meet deadlines.
• Flexibility and willingness to learn through ongoing training.
  
  As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We're driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.
In return, you'll enjoy:
• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
• membership of a competitive Local Government Pension Scheme (LGPS)
• travel, lifestyle, health and wellbeing benefits
• performance-related annual pay progression, in addition to an annual cost-of-living pay increase
• training and encouragement to expand your knowledge
• a variety of career development opportunities across our organisation
• diverse and active staff networks
• flexible working options, with the right to request flexible working from your first day