Team Clerk - Business Support - Adult Social Care Connect

England, Essex, Colchester
£18029 - £19329 per annum
21 Dec 2020
18 Jan 2021
Contract Type

Team Clerk - Business Support - Adult Social Care Connect

Fixed Term, 12 months (maternity cover)

Full Time, 37 hours per week (Monday to Friday)

Up to £19,329 per annum

Location: Colchester

Closing Date: Wednesday 6th January 2021

The Customer Service Centre (CSC) is the first point of contact for all customers by phone, email, SMS and emerging channels (e.g. Social Media), for all service areas across Essex County Council (ECC).

Within the CSC there is a telephone assessment team, Adult Social Care Connects. This role is for a Team Clerk whose function would be to provide prompt and efficient clerical support for the team and to Adults, Carers, Agencies and Health Professionals who require assistance from Social Care.

This role will involve handling phone calls, faxes, post and emails from both professionals and members of public and directing these to the relevant parts of Adult Social Care; full training will be provided for the right candidate.

Key Accountabilities

  • To have the ability to retain information given through training and put this knowledge into practice
  • To have the ability to act on constructive feedback in a positive manner to provide an excellent customer journey
  • Effectively understand the nature of customers' enquiries and seek to resolve them at first point of contact
  • Ensure that all information provided to customers is accurately sourced from the appropriate information system
  • Escalate calls where appropriate to the Team Leader or urgent or critical situations via fast track processes to the relevant professional teams
  • Ensure that all recorded customer information is concise, accurate and appropriate to the enquiry, in line with Data Protection and agreed policy and procedure

Knowledge, skills and experience

  • Experience working within a role involving talking to customers/contacts via telephone
  • Ability to type accurately and efficiently
  • Excellent customer care skills with the ability to record and present information accurately in both written and oral forms, in a clear and precise manner
  • IT literate is essential
  • Working knowledge of all Microsoft packages/using internet is desirable
  • Experience of dealing with members of the public

This position will initially, in line with current government guidance be based from home, with an expectation of being home based for the foreseeable future. However, if / when government guidelines change the role may then revert to being office based, whilst retaining some flexible working options.

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all employees and volunteers to share this commitment.

We seek the best talent from the widest pool of people as diversity is key to our success.