Senior Customer Service Advisor

We are looking to recruit a Senior Customer Service Advisor to work within our City Telecare Service based in our control room at City Depot which operates 24/7 365 days of the year.

About the role:

The telecare service assists the residents of Southampton to live safe, healthy and independent lives and it is one of the first considerations for people who are in need of support and care in the community.

About you:

The successful candidate will be responsible for leading a shift delivering a number of services including:

• Emergency assistance (via an IT based alarm system) to over 9,000 telecare alarm connections for vulnerable people.
• Arranging appointments, assessment and installation of various telecare equipment with the City Council’s own properties and private residences.
• A Team of Responding Officers who go out and visit people in their own homes in response to emergency telecare alarm activations.
• Handle emergency out of hours telephone calls on behalf of the City Council, dealing with housing repairs, highways issues and many other vital City Council services.

The post holder will work a three on three off shift pattern which will includes evenings, weekends and Bank Holidays.

The position is for 30 hours per week. This is a grade 8 post, salary is £38,510 - £42,123 with a 15% shift allowance.

Flexibility is essential in this role as the number one priority is continuity of service.

You should have excellent communication skills, both orally and written, understand the needs of customers who may have complex needs/vulnerabilities and be able to make decisions based on assessment of risk, working in an often pressurised environment.

What we can offer you:

Here at SCC we have a range of different benefits, a few examples can be found below.

• Excellent local government pension with 15.2% employer contribution
• Generous holiday 25–34 days, based on role and service
• Flexible working options (role-dependent)
• Family-friendly policies - Maternity, Paternity, Adoption, Shared/Unpaid Parental Leave, Time off for Dependents
• Training and development, including coaching and mentoring
• Health and wellbeing support - Employee Assistance Programme, Menopause Pledge, Mental Health First Aiders and access to a variety of staff networks
• Veteran-friendly employer with the Armed Forces Covenant
• Retail discounts and savings through the Southampton City Council benefits platform
• Discounted memberships at local sports and fitness centres
• Sustainable travel benefits - low emission car scheme, cycle to work, season ticket loans
• Death in service benefit of x3 salary, and optional salary sacrifice shared cost AVC (additional voluntary contribution)
• Employee volunteering scheme with 2 paid days leave to volunteer

For further information on our benefits package please visit: Employee benefits (southampton.gov.uk)

Contact details for informal discussion:

For further information and details regarding the position please contact Sarah O’Brien at Sarah.OBrien@southampton.gov.uk

Recruitment contact details:

Email: recruitment@southampton.gov.uk
Tel: 023 8083 4033

For more information about SCC please visit Southampton City Council
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Attachments

• Senior Customer Service Advisor - Job Description.pdf