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We are looking for a Customer Advice and Support Worker.

The Front Door Team will have responsibility for leading on initial triage and carrying out an assessment to determine urgency, ensuring incoming work is prioritised according to priority level, co-ordinating information gathering and responses to referrals and delivering short-term case oversight until service user is assigned to another appropriate team or service for ongoing support. The team will provide direct support to assist managers in Housing Solutions and Community Interventions with monitoring and reporting for statutory returns, performance monitoring or external funders to ensure services within ACT continue to provide financial assurances, meet can be responsive to changing needs or gaps in provision. The team will act as the central hub for responding to queries and requests for information from external agencies, including out-of-hours provision, with an ability to react to changes in service user circumstances. The Customer Support and Advice workers will be required to work in a fast paced environment, ensuring that service users with a complex range of needs and difficulties are responded to appropriately and where possible provided with the appropriate immediate support.

This team will offer a range of support to the wider team, working within a rota system that will require staff to work across locations within a blended working arrangement.

Duties and Responsibilities:
Offer face-to-face support to the wider team at drop-in sessions and in the reception area.
Process telephone calls and email enquiries in a timely manner.
Provide a triage function to service users to assess priorities at the first point of contact and lead on short term case oversight of service users until their issues is resolved or assigned to another service or for ongoing support.
Support the ACT Middlesbrough teams in contacting service users to arrange meetings, gather information and required documentation, arrange interpreters etc.
Provide general clerical/ administrative support e.g. photocopying, filing, completion of standard forms, responding to routine correspondence.




Undertake general business support. This will involve tasks such as processing orders and payments, minute taking, temporary accommodation administration, managing housing register enquiries (this list is not exhaustive).

Engage in the ongoing development of partnership working with other front-line triage teams and emergency support partners, including out-of-hours, to ensure that service users with a complex range of support needs are provided with a holistic response that best meets their needs.
Set up and maintain manual and computerised records/ management information systems or service specific management information systems.




The candidates must have:

Level 2 or equivalent qualification or experience in relevant discipline
DBS
GCSE A-C or equivalent in Math’s and English
Experience of working in a customer service/triage environment
Effective use of ICT packages
Good keyboard skills
Knowledge of relevant polices/codes of practice & awareness of legislation one or more key areas of practice relating to the service model: welfare rights, housing related support, domestic abuse, substance misuse
Effective time management and organisational skills and the ability to prioritise work and to be responsive changing service demands
Good interpersonal skills
Good oral and written communication skills
Ability to work constructively as part of a team, understanding council roles & responsibilities and own position within these.
Experience of working in a Local Authority/Public Health or Voluntary Sector setting
Knowledge of safeguarding adult and children procedure.

Pay rate: £12.59 p/hr
Reference : Customer Advice and Support Worker jobs

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Published at 17-07-2024
Viewed: 79 times