Independence and Wellbein...
SUFFOLK COUNTY COUNCIL, Ipswich
- Full time
- Temporary
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Independence and Wellbeing Advisor
Salary not available. View on company website.
SUFFOLK COUNTY COUNCIL, Ipswich
- Onsite working
- Full time
- Temporary
Posted 1 day ago, 28 May
Job ref: e991d8ec8db54c5ca8fd31d441ecad63
Full Job Description
As an Independence and Wellbeing Advisor, you will be the first point of contact for social care enquiries relating to Suffolk residents, including Adult Services, Children and Young People's Services and Mental Health referrals. This will include managing different contact channels to deal with a diverse range of individuals and queries.
This is an excellent opportunity to gain experience and develop your knowledge in social care while supporting the community.
Your role and responsibilities
You will be responsible for providing exceptional customer service to a diverse range of individuals across various contact channels (telephone, email, webchat). This involves handling a high volume of enquiries, often complex and sensitive, while working towards specific targets.
You will be expected to:
- Effectively communicate with customers, actively listening and asking appropriate questions to understand their needs. Accurately identify the reason for contact and provide suitable advice or direct the enquiry to the correct team.
- Maintain accurate and up-to-date customer records within relevant systems. Ensure efficient data input and retrieval to support effective service delivery.
- Prioritise and manage multiple enquiries simultaneously. Promptly escalate urgent cases and transfer information to the appropriate teams as required.
- Provide accurate and helpful advice and guidance to customers, seeking clarification when necessary. Demonstrate empathy and understanding, particularly when dealing with vulnerable individuals.
- Contribute to a smooth handover between day and night services to maintain continuity of care for vulnerable adults, children, and families., Customer First works as a team to support one another, we work together to ensure a high standard of service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities.
We will offer an in-depth training plan, both online and face-to-face. You will be supported by a mentor throughout the start of employment as well as a direct line manager. Team Leaders will be available at all times should you have any questions.
Empowering Everyone
We are big believers in potential, possibility and the power of different ideas. We are always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.
A passion for social care and a commitment to improving people's lives.
- Strong communication and interpersonal skills.
- Good literacy and numeracy skills.
- Proficiency in using computer systems (e.g., Explorer, Chrome, Word, Excel, Outlook).
- A systematic approach to problem-solving.
- Demonstrable understanding of data protection and safeguarding legislation.
- The ability to manage multiple tasks, prioritise effectively and meet deadlines.
- Confidence in making decisions under pressure.
You can view a full list of requirements in the Job and Person Profile (docx). 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., Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .
Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template.
1. 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
2. Describe a time when you had to make a quick decision under pressure. What was the situation and what did you do
3. Describe a situation where you had to manage multiple priorities or tasks. How did you stay organised and meet your deadlines?
4. What does excellent customer service mean to you, and how do you ensure you deliver it consistently?
£25,183 per annum (pro rata for part time)
- Up to 37 hours per week - Flexible working options available
- Fixed Term or Secondment until 31st March 2026, This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Onsite
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
Plus lots more!
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About this company
SUFFOLK COUNTY COUNCIL
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