Social Care Referral Coordinator, East, Suffolk, Ipswich – Jobs24.co.uk
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Social Care Referral Coordinator

Opus People Solutions

Ipswich, Suffolk

Published
28-11-2019
Job ad details
Published
28-11-2019
Expires
26-12-2019
Job ID
LJA-77885695
Jobtype
Permanent
Full-time
Job sector
Call Centres, Customer Services

Main purpose of the job
The post holder 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. The post holder will be expected to manage across different contact channels (telephone, email, webchat) and multi-task while providing exceptional customer service in a pressurised target driven environment.
The post holder will deal with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals and the post holder will be expected to use their skills and knowledge to support customers to achieve the best outcome, in line with Suffolk's organisational values, drivers and operating models.
About the team
Customer First is a multi-channel contact centre who act as the first point of contact for Social Care in Suffolk, operating across Adult and Community Services, Children and Young People Services and Mental Health.
Key Relationships:

  • Contact Centre Manager
  • Team Leaders
  • Social Care Referral Coordinators
  • Business Improvement Manager
  • Social work service teams and colleagues
  • Initial Response team
  • MASH
  • Partner organisations
  • Relevant health teams and colleagues
  • Education teams and colleagues
What you'll be expected to deliver
This section gives examples of the types of activities that are carried out at this level. This list is not exhaustive.
  • Communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care.
  • To maintain effective use of customer information systems and databases to ensure high quality and accurate recording and data quality.
  • Use of computer for a wide range of database work and use of email system.
  • Apply guidance on information sharing, obtaining consent and confidentiality issues.
  • Escalate evidence of ineffective work practises to management team.
  • Use initiative to solve problems whilst following policy guidelines.
  • Provide accurate and effective advice and guidance to customers on the interpretation of agreements/directives/policies/procedures, always seeking clarification where unsure in order to provide accurate advice.
  • Assist in the smooth operation of the service by assisting others in resolving customer issues when required.
  • Promote use of internet to customers to enable them to access and request relevant information and services at a time convenient to them.
  • Provide ideas and advice to other team members and management to improve customer service and the delivery of services.
  • Use own initiative to keep up to date, learning and using knowledge of new and changing operating systems, policies, processes and IT systems to continually improve the quality of service and advice given.
  • Train new colleagues on the job and act as a mentor as required.
  • Work as part of a team to achieve shared objectives and targets.
This list is not exhaustive and main objectives / performance measures will be discussed and agreed with your line manager.
Person Profile: what you'll bring to the team
Qualifications and Professional memberships
  1. Good level of literacy and numeracy skills.
  2. Evidence of continued professional development.
Specialist knowledge skills and experience
  1. Thorough knowledge of basic office software systems such as Microsoft Office, internet, email.
  2. Good keyboard skills and the ability to listen and enter data simultaneously into various databases.
  3. Understanding and practice of the principles of excellent customer service.
  4. Ability to problem solve and define a problem systematically and makes sense of information by organising it efficiently.
  5. Takes the initiative to find information from other sources that are useful to the existing problem or situation.
  6. Ability to clarify tasks and prioritise work to achieve deadlines.
  7. Ability to understand and interpret policies, procedures and relevant legislation.
  8. Basic knowledge of any national government legislation, regulations or guidelines which may impact service delivery.
Values and Personal Qualities
  1. Ability to communicate with customers who may be vulnerable, emotional or under stress in a clear tactful manner, show empathy and resolve conflict effectively.
  2. Ability to listen and question effectively to gather appropriate information to resolve customer queries effectively.
  3. Ability to communicate openly and factually over the telephone and in writing.
  4. Ability to record information clearly and concisely.
  5. Ability to work collaboratively as part of a team to achieve agreed outcomes.
  6. Flexible and open to change with the ability to adjust behaviour to adapt to new processes, systems responsibilities or working environment.
  7. Ability to remain calm under pressure.
  8. Ability to carry out repetitive tasks whilst maintaining excellent attention to detail and maintaining excellent customer service at all times.
  9. Excellent organisational and time management skills and the ability to prioritise work to achieve deadlines and team objectives.
  10. It is essential that you are able to speak fluent English as per Sections 77 to 84 of the 2016 Immigration Act.
  11. Commitment to safeguarding and promoting the welfare of children, young people & vulnerable adults.
Additional requirements
  1. Post-holder may have to travel to different locations across the County.
  2. Willingness to develop knowledge and skills with training.
  3. Shift working is a requirement of the role with the expectation that you will be flexible around changing shifts to ensure front line service is not affected. (Weekend work may be a future requirement of the role).
If you have a disability or long term illness that otherwise prevents you from meeting any of the essential criteria, please contact us to discuss whether a reasonable adjustment could be made.

Apply now

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LJA-77885695Archant-jobg8-8037419872019-11-28T00:00:00Social Care Referral CoordinatorMain purpose of the job
The post holder 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. The post holder will be expected to manage across different contact channels (telephone, email, webchat) and multi-task while providing exceptional customer service in a pressurised target driven environment.
The post holder will deal with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals and the post holder will be expected to use their skills and knowledge to support customers to achieve the best outcome, in line with Suffolk's organisational values, drivers and operating models.
About the team
Customer First is a multi-channel contact centre who act as the first point of contact for Social Care in Suffolk, operating across Adult and Community Services, Children and Young People Services and Mental Health.
Key Relationships:
  • Contact Centre Manager
  • Team Leaders
  • Social Care Referral Coordinators
  • Business Improvement Manager
  • Social work service teams and colleagues
  • Initial Response team
  • MASH
  • Partner organisations
  • Relevant health teams and colleagues
  • Education teams and colleagues
What you'll be expected to deliver
This section gives examples of the types of activities that are carried out at this level. This list is not exhaustive.
  • Communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care.
  • To maintain effective use of customer information systems and databases to ensure high quality and accurate recording and data quality.
  • Use of computer for a wide range of database work and use of email system.
  • Apply guidance on information sharing, obtaining consent and confidentiality issues.
  • Escalate evidence of ineffective work practises to management team.
  • Use initiative to solve problems whilst following policy guidelines.
  • Provide accurate and effective advice and guidance to customers on the interpretation of agreements/directives/policies/procedures, always seeking clarification where unsure in order to provide accurate advice.
  • Assist in the smooth operation of the service by assisting others in resolving customer issues when required.
  • Promote use of internet to customers to enable them to access and request relevant information and services at a time convenient to them.
  • Provide ideas and advice to other team members and management to improve customer service and the delivery of services.
  • Use own initiative to keep up to date, learning and using knowledge of new and changing operating systems, policies, processes and IT systems to continually improve the quality of service and advice given.
  • Train new colleagues on the job and act as a mentor as required.
  • Work as part of a team to achieve shared objectives and targets.
This list is not exhaustive and main objectives / performance measures will be discussed and agreed with your line manager.
Person Profile: what you'll bring to the team
Qualifications and Professional memberships
  1. Good level of literacy and numeracy skills.
  2. Evidence of continued professional development.
Specialist knowledge skills and experience
  1. Thorough knowledge of basic office software systems such as Microsoft Office, internet, email.
  2. Good keyboard skills and the ability to listen and enter data simultaneously into various databases.
  3. Understanding and practice of the principles of excellent customer service.
  4. Ability to problem solve and define a problem systematically and makes sense of information by organising it efficiently.
  5. Takes the initiative to find information from other sources that are useful to the existing problem or situation.
  6. Ability to clarify tasks and prioritise work to achieve deadlines.
  7. Ability to understand and interpret policies, procedures and relevant legislation.
  8. Basic knowledge of any national government legislation, regulations or guidelines which may impact service delivery.
Values and Personal Qualities
  1. Ability to communicate with customers who may be vulnerable, emotional or under stress in a clear tactful manner, show empathy and resolve conflict effectively.
  2. Ability to listen and question effectively to gather appropriate information to resolve customer queries effectively.
  3. Ability to communicate openly and factually over the telephone and in writing.
  4. Ability to record information clearly and concisely.
  5. Ability to work collaboratively as part of a team to achieve agreed outcomes.
  6. Flexible and open to change with the ability to adjust behaviour to adapt to new processes, systems responsibilities or working environment.
  7. Ability to remain calm under pressure.
  8. Ability to carry out repetitive tasks whilst maintaining excellent attention to detail and maintaining excellent customer service at all times.
  9. Excellent organisational and time management skills and the ability to prioritise work to achieve deadlines and team objectives.
  10. It is essential that you are able to speak fluent English as per Sections 77 to 84 of the 2016 Immigration Act.
  11. Commitment to safeguarding and promoting the welfare of children, young people & vulnerable adults.
Additional requirements
  1. Post-holder may have to travel to different locations across the County.
  2. Willingness to develop knowledge and skills with training.
  3. Shift working is a requirement of the role with the expectation that you will be flexible around changing shifts to ensure front line service is not affected. (Weekend work may be a future requirement of the role).
If you have a disability or long term illness that otherwise prevents you from meeting any of the essential criteria, please contact us to discuss whether a reasonable adjustment could be made.
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UKUnited Kingdom
46Permanent8Full-timeNULL1.501107Call Centres139Customer Services363635172UKUnited Kingdomen-GB

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Job ad details
Published
28-11-2019
Expires
26-12-2019
Job ID
LJA-77885695
Jobtype
Permanent
Full-time
Job sector
Call Centres, Customer Services