3 months contract with a Local Authority

Job Description: Customer Service Advisor – Adult Care Team

Job Purpose

To act as the first point of contact for Lincolnshire County Council services, delivering high-quality customer service within the Adult Care Team. The role involves handling inbound enquiries via telephone and email, supporting residents and professionals by providing information, advice, and access to services. Using a strength-based approach, the postholder will help promote independence, wellbeing, and appropriate service outcomes for individuals.

Key Responsibilities

• Respond to customer enquiries across multiple channels (telephone and email) in a professional and timely manner.
  
• Provide information, advice, and guidance relating to Adult Care, Carer Services, and Wellbeing Services.
  
• Handle sensitive, complex, and emotive calls, including safeguarding concerns and vulnerable individuals.
  
• Conduct strength-based conversations to support residents in maintaining independence.
  
• Accurately capture and record customer information through direct system input while interacting with callers.
  
• Use professional curiosity and effective questioning techniques to determine customer needs and appropriate outcomes.
  
• Identify and escalate safeguarding concerns in line with policies and procedures.
  
• Maintain high standards of data accuracy, confidentiality, and compliance.
  
• Work collaboratively with internal teams and external professionals to ensure seamless service delivery.
  
• Meet performance targets related to call handling, quality, and customer satisfaction.
  
• Undertake training and continuous development to maintain service knowledge and skills.
  

Skills & Experience

Essential:

• Experience working in a busy customer service or contact centre environment.
  
• Excellent verbal and written communication skills.
  
• Strong listening skills and ability to handle sensitive conversations with empathy.
  
• Ability to multitask, including typing while speaking (direct data input).
  
• Good IT skills, including experience using multiple systems simultaneously.
  
• Strong organisational skills and attention to detail.
  
• Ability to remain calm under pressure and manage challenging situations.
  

Desirable:

• Experience within a social care, health, or local government setting.
  
• Knowledge of safeguarding practices and procedures.
  
• Understanding of strength-based or person-centred approaches.
  

Qualifications

Essential:

• GCSEs (or equivalent) including English and Maths.
  

Desirable:

• NVQ Level 2/3 in Customer Service, Health & Social Care, or a related field.
  
• Additional training or certification in customer service or safeguarding. 
  

Additional Requirements

• Willingness to undertake full induction and ongoing training.
  
• Ability to work from the Lincoln-based office.
  
• Hours: 37 hours per week (flexible between 8:00am – 8:00pm, Monday–Friday)
  
• Interviews will be held at 3rd Floor Lancaster House-Onsite.
  
• This is a working from the office role. Assignment is for 12 weeks minimum and covers the opening hours of 08:00 to 18:00 Mon to Fri.
  
• We have positions in both Adult and Children social care.
  
• We work on bi-weekly payment schedule.
  

The role closes 18th Jun 2026, apply ASAP