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Customer Co-ordinator

Employer
Serco
Location
United Kingdom, Stevenage
Salary
Competitive
Closing date
30 Jun 2021

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Clearance Level
SC, None / Undisclosed
Sector
Defence, Policing
Job Type
Permanent
Customer Co-ordinator (Early Intervention Service)
Location: Hertfordshire County Council, Farnham
Salary: from £20,903 per annum, pro rata, dependent upon experience

1x Part time (20 hours per week)


About the Role:
Our innovative partnership with Serco, Hertfordshire County Council is expanding and we currently recruiting for enthusiastic, committed and resilient Customer Co-ordinators to join the Social Care Access Service team in Stevenage. The Social Care Access Service is designed to resolve, re-able, prevent and make every penny count to deliver the UK Care Act's (2014) statutory wider Well-Being agenda for our Service Users and Carers.

This is an office-based position where you will be predominately taking inbound and making outbound calls. The post is based in the Early Intervention Service in Farnham House, Stevenage. As the successful Customer Co-ordinator, you will provide advice and guidance to citizens and undertake brief assessments. You will work with customers using various communications methods with a person-centred approach to produce complete solutions to problems and challenges encountered in the daily living and in compliance with the Care Act compliance.

You will provide Professional Social Care Advice Service to Service Users and Professionals where 1st line enquiry services and voluntary organisations have not been able to resolve the more complex Social Care enquiry, or for where a Multi-Agency response and coordination is required. You will work with Service Users and Carers in a preventative and enabling way using Person Centred and Strength based approaches. To provide an Early Intervention Assessment which promotes and supports their needs through a provision of personalised information and signposting to their local community services.

The Customer Co-ordinator will assist in the screening and triaging of enquiries which may require Adult Care and Support. Resolving most cases by providing suitable outcome focused support on the telephone/online/email/post or passing appropriate referrals to request a face to face assessment.

Administrative duties will include maintaining accurate written and electronic records which are legally defensible.

About you
The subject matter of the calls can be very difficult, so you'll naturally need to be a strong and resilient character and be mentally prepared to deal with situations that are sometimes harrowing and distressing. As the first port of call for people reporting this, you'll also naturally need to be able to adopt an empathetic, caring and compassionate approach.

Ideally you will have some experience working in Health and Social Care (or hold relevant qualifications) although more importantly you will have exceptional customer service skills, particularly with the ability to build rapport with people in order to gather information. Lastly, you need to be able to compile information and present it in a logical manner ensuring that it is clear, concise and error-free.

Due to the nature of the role you will be subject to a DBS check.

Why Serco?

Meaningful and vital work: Your work will directly impact on citizens and protection in the Hertfordshire area, helping to make a real difference to Early Intervention Services.

A world of opportunity: Our diverse UK-wide operations offer unrivalled opportunities to learn and develop. You'll be able to broaden your experience and apply your skills in new ways.

Great people: Our team is passionate about the service it provides to people in difficult circumstances, and about the support they provide each other.

What we offer
  • Up to 6% contributory pension scheme.
  • Serco discounts which include cinema, merlin entertainment and online shopping discounts, cycle to work scheme and discounts on mobile phone plans and leisure centre memberships.
  • The chance to make a positive difference to the wider public.
  • Interesting, varied and enjoyable work.
  • A company that recognises your contribution.


About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

By joining Serco you will have unlimited access to our Global Employee Networks - SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

We're a Disability Confident employer and are committed to equal opportunities. If you have any additional queries, requirements or you need more time to apply, then please contact our recruitment team directly on 0345 010 4000. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview.

Serco supports fair access to employment for those with unspent criminal convictions through the 'Ban the Box' pledge (some may be exempt due to the nature of the role and the security clearance required).

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