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Job description

The role

The main purpose of the role is to provide exceptional customer service to our stakeholders. An integral part of the Information, Advice and Guidance (IAG) Customer Service team; management of incoming queries, referrals and supporting the remote IAG teams to deliver contract requirements.

Working from home, the role does also require the ability to travel across the region to support contract delivery.

As our Customer Service Advisor, you will:

• Deliver quality information, advice and guidance on; Direct Payments, Personal Health Budgets, employment legislation, budgeting, contracting with providers, the use of self-employed PA’s, DBS checks and recruitment, to all stakeholders, including; commissioners (Local Authorities (LA) and Clinical Commissioning Groups (CCG), clients and remote IAG teams.
• Working closely with all stakeholders, to ensure any queries are resolved in a timely manner.
• Promote the services we provide acting as an ambassador for Information, Advice and Guidance services, and Enham Trust.
• Provide administration support to IAG teams, including logging and allocating referrals.
• Provide recruitment support to clients and remote IAG teams; placing adverts, receiving and collating applications, supporting with arranging interviews, as required.
• Administration of DBS’s ensuring all DBS’s are progressed in a timely way
• Support with the production of monitoring reports for management and commissioners.
• Responsibility for the administration of IAG systems, ensuring correct processes is followed.
• Any other duties that may be required from time to time.

Quality

• Maintain a high level of quality and accuracy.
• Deliver exceptional customer service whilst ensuring all Information, Advice and Guidance provided is accurate.
• Ensure contract and legislation requirements, KPI’s and internal quality standards are achieved.
• Contribute to our commitment of continuous quality improvement, working collaboratively with all members of the team.

People Management

• Support any volunteers in accordance with volunteer guidelines.

What we are looking for from you!

• IT literate and competent in the use of computerised systems including client recording system and Microsoft Office applications.
• Ability to work to targets and deadlines, to prioritise workload and to work under strict time pressures.
• High level of accuracy with attention to detail.
• Ability to use your interpersonal skills to manage relationships with individuals from a variety of backgrounds and with varying communication needs and requirements.
• Experience of working under pressure and to tight deadlines
• Experience of building relationships with customers, internal and external stakeholders.
• Customer service experience.
• Educated to GCSE level or equivalent or qualified by experience.
• Willingness to undertake any qualifications that become deemed as necessary.

Some of the perks!

• Rising holiday entitlement starting at 33 days including statutory bank holidays
• Discounted healthcare membership
• Cycle to work scheme
• Pension scheme with matched employer contributions up to 6%
• Flexi-time arrangements (dependant on job role)
• Hybrid Working
• Learning and Development scheme offering you internal and external training

If this sounds like a role that you would thrive in, then we would love to hear from you!

Apply

***Please note that we will be conducting a rolling programme of short-listing and interviewing and reserve the right to close this vacancy at any time, therefore we recommend you apply as soon as possible to ensure you do not miss the opportunity.***

IMPORTANT INFORMATION

Enham Trust is accredited as a Disability Confident Leader; as part of this commitment all disabled applicants, who meet the minimum criteria, will be guaranteed an interview. To be considered under the Guaranteed Interview Scheme it’s vital that you declare your disability, impairment or long-term health condition when you apply.

Enham Trust is an equal opportunities employer and we positively encourage applications from all eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status or pregnancy or maternity status.

Job Type: Part-time
Part-time hours: 30 per week

Salary: Up to £21,296.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• Cycle to work scheme
• On-site parking
• Referral programme
• Sick pay
• Work from home

Schedule:

• Monday to Friday

Experience:

• Customer service: 1 year (preferred)

Licence/Certification:

• Driving Licence (preferred)

Work authorisation:

• United Kingdom (preferred)

Work Location: Hybrid remote in SP116JS

Reference ID: ILA/DP