Specialist Customer Advisor

England, Essex, Colchester
£19601 - £20601 per annum
11 May 2021
08 Jun 2021
Job role
Contract Type
Full time

Specialist Customer Advisor

Permanent, Full Time

Up to £20,601 per annum

Location: Colchester

Closing Date: 20/05/2021

Home based work will continue for the foreseeable future. However, if / when government guidelines change the role may then revert to being more office based, whilst retaining some flexible working options in line with Essex County Council mobile flexible working policy.

Essex County Council (ECC) is one of the largest and most dynamic local authorities in the UK, serving a population of 2 million residents, and has a very successful track record of delivering transformational change. ECC anticipated change was needed in the public sector and has worked to deliver better quality at lower cost. We have an ambitious transformation agenda - one with the scope to reach every part of the council. We are changing the way we think, the way we work, and the ways in which we deliver our services. We are committed to becoming a place where individuals, partners and communities feel proud to play their role and genuinely want to belong. We're immensely proud of our flexible working options.

The Opportunity:

Essex County Council have an exciting opportunity to join our team in Adult Social Care Connects. Adult Social Care Connects is what we refer to as the "front door" to Adult Social Care. We are a telephony-based assessment team and the role of a Specialist Customer Advisor is to undertake Care Act 2014, strengths based assessments with adults contacting our service. This involves identifying what support the adult wants to achieve and how we can assist the adult to attain their identified outcome. We achieve this by using a conversational approach. Specialist Customer Advisors hold and manage a caseload, the duration can be from 1 day to several weeks depending on the situation.

The role can be demanding; however, it is rewarding. You will need to be curious, solution focussed and resilient. The enquiries we deal with are varied, both in complexity and needs, Advisors converse daily with adults and families that may be in distress, have cognitive impairments, have learning disabilities, have mental illness, frailty or are in crisis. You will need to be able to think on your feet, build a rapport, have empathy and be able to recognise if an adult is vulnerable.

You will need to ensure prompt and consistent information, advice and guidance is provided to achieve an outcome focussed conversation; ensuring as many enquires as possible are resolved at the first point of contact in a timely manner.

Our Advisors work closely with Social Workers and Occupational Therapists, however the role of the Advisor does not include home visits.

Alternating shift pattern:

  • Week One: 08:30-16:45 Mon-Wed, 08:30 - 16:30 Thurs - Fri,
  • Week Two: 09:15 - 17:30 Mon-Wed, 09:15-16:45 Thurs-Fri

About You:

We are looking for people who possess excellent and proven customer service skills with a natural flare for problem solving, used to working in fast paced situations and has a "can do" approach. You will enjoy being logical and inquisitive in nature, as well as empathetic whilst resilient enough to remain calm under emotionally charged circumstances. This can be a pressurized environment, so you will need to possess the necessary coping skills to manage your workload effectively.

As part of the role you must be able to accurately gather information, make decisions and manage risk, and input onto systems and electronic forms. This role will be primarily telephone based but could include electronic communications as well, so your ability to communicate clearly and effectively will be essential.


In return, we will offer a full and in-depth training program, including sessions on call handling, data protection, safeguarding of vulnerable adults, equipment and assistive technology, reablement services and the effects of cognitive and sensory impairment.

We will provide continuous opportunities to grow and develop using our Performance Capability Framework.

Working within this area gives you an opportunity to help Adults in Essex live as happily and comfortably as possible, which will in turn, reward you with a sense of achievement.

Candidates invited to interview will be required to complete an IT assessment and mock telephone call.

Knowledge, Skills and Experience:

  • Experience within an Adult Social Care environment is desirable
  • Previous experience working within a team environment
  • Excellent listening skills with the ability to accurately record all relevant information being shared. (Whilst there are no typing speed requirements, you must be able to type to a reasonable level to maintain efficiency and throughput)
  • Strong Microsoft Office and IT skills
  • Good telephone manner
  • Fast and keen learner

As part of employment with Essex County Council should your role require a DBS check you will be required to register with the DBS update service. The DBS update service ensures all registered DBS certificates are kept up to date and allows authorised parties to view the status of your certificate. This is an annual subscription and you will be responsible for ensuring this is maintained. For further information on the DBS update service please visit: https://www.gov.uk/dbs-update-service

Essex County Council is proud to offer an excellent benefits package to all its employees. For more information please use the following link: https://www.workingforessex.com/working-here/pay-reward/