Customer Services Officer LBS-006

Job Category : Admin & Clerical

Location : Southwark Council

Hours Per Week : 36.00

Start Date : Immediate Start

Start Time : 09:00

End Time : 17:00

Salary: £14.93

CSO post – hybrid working with office working. Front Door team connecting residents to wider community for advice and support. Completing screenings to determine eligibility for Occupational Therapy interventions and Care Act assessments. Monitoring inbox/emails and answering calls from Southwark residents to the wider Community Voluntary Sector.

Responsibilities

1. To be the first point of contact with callers, to respond to queries from service users and carers and escalate to the manger any cases identified that require further assessment, safeguarding or senior oversight and decision making.
2. To respond to all referrals received via the phone, fax, email and post. To process incoming referrals and to respond by signposting, providing advice/information, referring onto other services as appropriate and/ or to provide appropriate disability equipment and minor adaptions.
3. To identify all critical and emergency situations, bring them to the immediate attention of a senior, and undertake any necessary urgent response activity as directed.
4. To initiate repair and/ or replacement of equipment and minor adaptations for existing service users.
5. To accurately record referral and assessment information from the service users and other informants and to take appropriate action as laid down in community care procedure using the electronic records and CareFirst system.
6. To ensure high standards of work and standards of performance are maintained, maximising the use of information technology. To contribute towards achievement of the council’s Key Performance Indicators by processing and recording all work efficiently and accurately within guidelines and timescales.
7. To attend regular supervision and training as authorised by a line manager. To be accountable and responsible to the manager and be directed by them as appropriate.
8. To undertake Trusted Assessor training in order to be knowledgeable about the range of simple equipment and assistive technology available to service users, and competent to prescribe simple equipment solutions over the phone.
9. To be aware of the key community organisations providing information, advice and support to older and disabled adults in the Borough in order to effectively signpost people.
10. To maintain an up to date knowledge of the legal framework within which the Department operates, and policies and procedures for the Department. To communicate this to the service users, carers and their representatives, both orally and in writing as appropriate.
11. Any other duties that may be reasonably requested as appropriate to the grade and structure of the post.

Knowledge, including educational qualifications:

At least 5 GCSE’s at Grade C or above.
Evidence of continuing education and / or self-development. Knowledge of data protection and confidentiality.

Experience:

Previous experience within a social care/ occupational therapy or other similar customer service setting.

Experience in maintaining administrative systems and keeping accurate records.

Demonstrate ability to adapt to new or updated systems or policies / changes.

Aptitudes, Skills & Competencies:

Ability to work as part of a team and with individuals at different levels, and build a positive, effective relationships Technical skills, including using IT, writing case notes

Communication and analytics skills, such as the ability to use different questioning techniques to draw out relevant information, listening skills and an ability to explain complex issues simply

Ability to work as part of a team and with individuals at different levels, and build a positive, effective relationships Technical skills, including using IT, writing case notes

Self-management skill, such as time management (particularly when under pressure and with tight deadlines), multi-tasking , organising and prioritising work, personal development and self-control

Ability to interact in a sensitive and assertive manner demonstrating a full understanding of high quality customer care

Ability to use and understand the supervisory and performance management process.

Commitment to diversity and equality

High personal standards towards completing work and personal conduct, including a commitment to further development (through ongoing training, situational learning and working with manager)