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We are seeking an enthusiastic person with previous experience in a customer service contact centre environment to fulfil the role of Enquiry Responder.

We’re looking for Customer Service professionals to effectively deliver the South Tyneside Let’s Talk Service, the single point of contact into Adults Social Care & Commissioning in South Tyneside, and will be responsible for providing prompt and consistent information and advice to ensure the person is connected to the right support to meet their needs first time. Every contact to the Let’s Talk team is incredibly important, and applicants must be passionate about helping people and committed to delivering consistently excellent service.

You should be motivated and driven, with a positive attitude and enjoy the challenge of meeting and exceeding performance targets. Applicants should have contact centre experience and be excited to work in our busy and dynamic Let’s Talk Team. You will work with a friendly team that prides itself on delivering friendly and supportive advice to people when they need it most. You will provide excellent person focused advice and support, offering a wide and varied range of solutions to resolve enquiries for our residents and partner agencies.

Key Tasks of the Post:

You Will

Adopt an approach of providing ‘Great Information and Simple Connections’.
Listen effectively to what the person requires and quickly identify whether the person’s needs could be met by themselves, their family or community network or connection to appropriate support.
Respond to telephone calls from a wide range of service areas internally and externally and undertake initial discussion with the person on the telephone.
Deal with email / on-line forms and other digital communication directed to the Let’s Talk team.
Provide a speedier first point of contact to redirect inappropriate calls and reduce missed and repeat calls.
Effectively understand the nature of the persons queries and provide clear, concise, timely information and advice to meet their expectations and outcome quickly and effectively.
Record all enquiries received to the relevant system and log relevant information as a Contact in Liquid Logical Adults System (LAS) for follow up by an Adviser in the Let’s Talk Team.
Work closely with Advisers to ensure a good response for the people contacting the service.
Seek guidance and escalate calls where appropriate to ensure positive outcomes are achieved.
Identify situations where the person is deemed to be at risk including situations where the individual may be experiencing abuse or neglect and connect the person to the appropriate Safeguarding Decision Maker / Team.
Actively manage calls to ensure performance rates are achieved.
To support Advisers at times of staff shortage or high demand to ensure an appropriate response and follow up is given.
Ensure the highest level of data quality and that information is recorded in a timely, accurate and complete manner, ensuring the service meets all statutory recording requirements.
Undertake the general clerical tasks of the Let’s Talk team.
Maintain an up-to-date knowledge of support and services within the community, liaising with colleagues within the council and partner organisations to obtain information and access to services.
Have a knowledge of Adult Social Care support and the wider council services.
Ensure that policy objectives are met within your area of responsibility, whilst optimising service performance and use of available resources with a focus on value for money.
Take personal responsibility to keep up to date with changes in practice and legislation, including attending training and professional development events and activities relevant to the role.
Contribute to the ongoing improvement and development of the team and the wider Adults and Integrated Care Service.
Have a commitment to actively participate in regular reflective supervision/check ins, annual reviews, and development and training to improve your skills and knowledge.

Candidates must be prepared to:

Handle a high volume of inbound and outbound calls and emails.
In a time constrained environment, whilst providing a quality service and have an aptitude for problem-solving.
Excellent listening skills, a professional and friendly manner and great IT skills. As well as this you will handle written and digital communications, including Live Chat and self-assessment tools received from the public and internal and external colleagues.

This may include carers, people with a learning disability, autism, physical or mental health issues and safeguarding concerns within an overall framework of enhancing a person’s wellbeing and maintaining their independence.

Temporary Enquiry Responder, 22hpw - (South Tyneside Let’s Talk Team, Jarrow Town Hall) - £24,496pa Pro Rata
Reference : Enquiry Responder jobs

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Published at 17-07-2024
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