Customer Service Advisor

Customer Service Advisor
200001J8 Requisition #
| Salary £18,426 - £19,171 per annum | Fixed Term,  Full Time, until  31/03/2021, 37 hours per week |

We are looking to recruit a number of temporary customer service advisors to help the county council support the adult social care market in response to the Covid-19 pandemic.


The successful post holders will play a vital role in the process by making daily outbound telephone calls to care providers to ask a series of questions and recording their responses.  The information gathered will help us as an authority to understand the issues our care providers are facing and in turn, help us to support them and the vulnerable people they are caring for.


The successful candidates will be required to work 5 days out 7. We are able to consider requests for part time shift patterns over a variety of days throughout the week subject to business needs.


When you join us, you’ll need to come into the contact centre for the first few weeks for your initial training. After that we’ll give you the option of working from home, provided you meet certain technology criteria.  Equipment will be provided.


The posts are temporary until 31st March 2021.


The closing date for applications is Sunday 16th August 2020 and interviews will be held from week commencing 24th August 2020.


Please note, full time and part time opportunities are available


Key Accountabilities


Please note that in order to be selected for interview you must evidence in your application that you can meet the essential criteria detailed in the person specification and role profile documents as well as the key accountabilities set out below.


- The ability to analyse and solve problems, whilst responding positively to pressure and dealing with confidential matters sensitively.

- Be able to own individual enquiries and use initiative to identify the service needs of customers.

- Be fully effective in all aspects of customer service delivery, recognising the diversity of the citizens of Lancashire.

- Be able to meet key performance indicators including quality and quantity targets.

- Be highly proficient in the use of ICT systems.  Experience of telephone technology typically used in a large customer contact centre would be useful.

- Undertake other technical and administrative duties.

- Be able to work as part of a team and support team members in ensuring objectives and targets are met.

- Be willing and able to actively develop skills to assist with induction, training, mentoring and professional development of colleagues as appropriate.


Skills and Experience


- Previous relevant experience or an ability to demonstrate the qualities needed to carry out the role.

- Ability to work as a team.

- Ability to work without close supervision


The post you are applying for is covered by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (as amended in 2013). If successful you will be required to apply to the Disclosure and Barring Service (DBS) for a 'disclosure'.


Further information can be found on the 'Our Recruitment Process' tab.

Job Description and Person Specification


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