Non Local Authority

Customer Services & Business Support Advisor (Care)

Location: Town Hall, Weston super Mare

Type: 1 x post – 37.5 hours per week, over a 7 day rota including Bank holidays

Key Responsibilities of this Role

• To provide a frontline telephony service dealing with all Care calls (including for example (Adult and Child Protection) to facilitate access to the appropriate service for the customer.
• Identify and assess the needs of the customer for health and social care enquires ensuring appropriate and accurate information is obtained to enable the correct action to be taken in a timely way.
• To record information using systems such as LAS, LCS and Jontek to provide an accurate record of customer contact.
• Liaise with multi-disciplinary teams within the council's 'Single Point of Access' principles to provide the customer with the appropriate outcome
• Respond to emergency alarm calls for the Carelink service, taking the appropriate action within the agreed procedures.
• To ensure that individual dispersed alarm units are tested at least once a month
• Respond to email and other written enquiries to provide answers and information to customers about the available service provision.
• Promote the service to support establishing a sustainable client base.
• Work directly with multi-disciplinary team in gathering information to support resolving complex enquiries and maintaining accurate records within confidentiality protocols and legislative requirements

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