Customer Service Advisor (Grade 4)

JOB DESCRIPTION

DIRECTORATE:

Adult Social Care and Health

DIVISION:

Careline

JOB TITLE:

Customer Service Advisor

GRADE:

Grade 4

SALARY RANGE:

£19430.00- £22658.00

POST NO:

LOCATION:

City wide

PRIMARY PURPOSE OF THE JOB:

To deliver accessible, world class, quality services to all customers by placing them at the heart of the Councils and partner agencies activity. To provide first contact resolutions to customers, maintaining the highest standard of customer service at all times.

DIRECTLY RESPONSIBLE TO:

Team Leader

DIRECTLY RESPONSIBLE

FOR:

N/A

THIS POST IS SUBJECT TO DISCLOSURE

N/A

(DELETE IF NOT APPLICABLE)

MAIN AREAS OF RESPONSIBILITY:

- To own individual enquiries, complaints and customer requests.

- To work flexibly across the hours of the Careline Service.

- To contribute to the process of continually improving customer access to quality, cost effective services.

- To promote a positive image of Careline and Liverpool City Council, working as part of an integrated team.

- To assist with delivering the Councils commitment to Best Value and customer service.

- To be fully proficient in all aspects of those services delivered through the Careline Service (full training will be given).

- To effectively use relevant ICT systems and assist in the creation, development and maintenance of records, files and statistical information.

- To provide accessible and comprehensive information and advice to customers on all Careline services by keeping up to date with all aspects of services.

- To use, develop and maintain procedures and codes of working practice that maintain and enhance a quality approach to service delivery.

- To carry out administrative services including duties related to customer contact including demonstrating appropriate systems to visitors when required.

- To assist the Team Manager in the development of new staff and trainees through mentoring, job shadowing and acting as a 'champion'.

- Ensure that all work functions and where appropriate, line management responsibilities, are undertaken in accordance with all related Health and Safety legislation and relevant codes of practice.

- Develop the City Council's commitment to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.

It must be understood that every employee has a responsibility to ensure that their work complies with all statutory requirements with Standing Orders and Financial Regulations of the

City Council and to ensure that all work functions are undertaken in accordance with health and safety legislation, codes of practice and the City Council's safety plan.

This job description is not intended to be either prescriptive or exhaustive. It is issued as a framework to outline the main areas of responsibility.

Prepared by: D Wylie

Date: 13 July 2016

Please be aware that Liverpool City Council's overtime rates have changed to be aligned with what a permanent Liverpool City Council employee is entitled to. If a candidate works under 37 hours in a week, then please do not submit the hours using overtime rates. Please submit these hours using the regular rate. If the workers' pay rate is under the SCP22 cap (£14.82), then please submit their overtime hours using the standard Saturday Overtime & Sunday Overtime rate types (if they have worked over 37 hours). If the workers' pay rate is over the SCP22 cap (£14.82), then please submit their overtime hours using the Saturday Overtime (Capped Rate SCP22) & Sunday Overtime (Capped Rate SCP22).

All hours up to 37 in any one week will be paid at plain time. All hours above 37 in any one week will be paid at time and a half (double time on Sunday). For part time staff, overtime worked on Saturday or Sunday will attract the appropriate weekend enhancement after the first 2 hours which will be paid at plain time.