Customer Service Advisor

Job Information

City Lincoln

Province Lincolnshire

Postal Code LN2

Job Description 3-Month Contract with Local Authority

Customer Service Advisor Care & Wellbeing Hub (Childrens)

Summary

The Customer Service Advisor serves as the initial point of contact for all inquiries related to children's social care. This role involves responding to calls from the public and professionals who report concerns about children, requiring the collection of sensitive information with precision, empathy, and professional curiosity. The data gathered is crucial for decision-making within Children's Social Care, ensuring timely and appropriate actions to safeguard children. The position demands emotional resilience, excellent communication skills, and the ability to thrive in a fast-paced, high-pressure environment.

Responsibilities

• Serve as the primary contact for callers reporting concerns about a child.
• Manage calls from the public and professionals, including Police, Health, and Education sectors.
• Employ professional curiosity to gather detailed and accurate information without assumptions.
• Accurately record all information using the council's systems and framework.
• Proven experience in delivering excellent customer service in a telephone-based or high-volume environment.
• Experience handling challenging, sensitive, or emotionally difficult situations.
• Experience working with the public and/or professionals in a service-focused role.

Essential Qualifications

• GCSEs (or equivalent) including English and Maths.
• Customer Service or related vocational qualifications (desirable).
• Training in safeguarding or social care (desirable).

Additional Information

• Working hours: 37 hours per week, between 08:00 and 18:00, Monday to Friday.
• 36 Orchard Street, Lincoln, Lincolnshire, LN1 1XX, United Kingdom
• This is an office-based role.
• The application deadline is 26th March 2026. Apply ASAP.