Care Bureau Support Officer

Job Description

About the employer:

Nottingham City Council is known for inclusivity and innovation, and we are continually working around the clock to deliver services for Nottingham’s citizens, visitors and investors. Our aspiration is to make Nottingham a Great City, but to do this we need to be a Great Council, provide Great Services and recruit and develop a Great Workforce. Nottingham City Council is committed to recruiting a talented workforce that reflects the communities we serve. We are a fair and inclusive employer and welcome applications from people from all backgrounds and with different abilities. We recruit for diversity and value difference.

About the role:

We are looking for a Care Bureau Support Officer to join the team within Adult Homecare, to work 9am to 5pm, Monday-Friday (37h/week). The starting salary is £21,968 (£11.39/hour) (level 1) rising to £22,777(£11.81/hour) (level 2) on first year anniversary, subject to satisfactory completion of a probation period.

The Care Bureau is based with the Nottingham Homecare service, and receives incoming enquiries via telephone and email regarding Homecare and other packages of care in a hybrid worked setting.  

The main responsibilities of the role are:

• To provide a one stop customer access point for adult social care provider services, dealing with, recording and signposting enquiries and referrals. Reroute calls to an appropriate person, ensuring that the customer receives an appropriate and timely response to their query.

• Responsibility of sourcing packages of care and the allocation of both in-house and external providers, in line with prescribed procedures ensuring accuracy and confidentiality is maintained of all data/information provided/entered onto ICT systems.

• Interpret complex queries/problems that are generated from customers in order to meet customer’s needs. Respect the confidential and sensitive nature of customer enquiries and handle difficult or potentially aggressive situations appropriately.

• Responsible for the effective, efficient ‘scheduling’ and ‘routing’ service of all confirmed care bookings, referrals and requests received from (Care Bureau Advisors, members of the public, commissioners, health/assessment colleagues, citizens and Adult Social Care Provision employees.

• Work effectively within a team, sharing knowledge with colleagues and partners, working flexibly and participating in team-based activities.

• To be flexible in working contracted hours over an extended working day and a 7-day working week (including bank holidays on occasions).

This is a challenging but rewarding role within a fast-paced service area and would suit someone who can work accurately and efficiently both on their own and as part of a team.

ESSENTIAL REQUIREMENTS

• Excellent customer service skills, and the ability to work in a busy customer contact centre.
• Ability to search, process and maintain manual and computerised records, including numerical calculations.
• Ability to assist in resolving and monitoring complex customer queries or complaints.
• Ability to accept constructive feedback, engage positively with decisions made, and adapt to new ways of working

For informal enquiries please contact asc.vacancies@nottinghamcity.gov.uk quoting vacancy reference CA1701. You can also email your telephone number to this address and request a call back to discuss the role.

Employee benefits:

We will value your contributions, promote flexible and modern ways of working, will double your monthly pension contributions, offer a very generous 25-32 days holiday package each year (exclusive of public bank holidays and dependent on length of service) and give you the option to purchase up to 28 days additional holiday tax-free!