£16,835.00 rising to £17,863.67 (mid point)

Job Description / Customer Service Officer (ILS)
Reporting to: / Team Manager (Customer Service - ILS)

Purpose of the role:

  • To provide a high quality and customer-focused service to people who contactthe Independent Living Services team with an enquiry and ensure that they receive the information, advice and support they need
  • To be a highly motivated and committed member of the team, undertaking relevant tasks in order to progress enquiries, resolving where possible as well as supporting other colleagues within the team and the wider organisation as required
  • To ensure that all activities undertaken promote the equality, dignity and human rights of disabled people as defined through the social model of disability

Principal tasks

Service Delivery:

  • Provide a level of triage and service delivery around Independent Living Services related enquiries, and record this in line with procedures. This will involve:
  • responding to calls and web-based enquiries transferred to the team from Business Support; resolving these at the point of enquiry wherever possible (e.g. basic employment advice, insufficient funds), and recognising when to seek further advice from colleagues or transfer calls for more complex advice and support
  • Undertaking courtesy calls to our customers as appropriate and in line with our procedures
  • taking messages and recording on appropriate systems
  • signposting people to our website and/ or our other services and projects
  • signposting and/ or referring people to other organisations where appropriate
  • sending out information and promotional literature on our services to meet people’s access requirements
  • providing a basic level of information and advice where able to
  • Providing support around pension auto-enrolment including assessing pension requirements and registration
  • Handle all customer’s initial compliments and complaints in line with our policies and procedures, recognising when to escalate
  • Provide general administration support for the team and wider organisation where required: this will include handling post, typing letters and emails, taking minutes, mailouts, copying and collating, filing and booking rooms as required
  • Provide support to the recruitment process, obtaining quotes for adverts, placing adverts on our website, arranging interviews and dealing with any other correspondence in relation to the recruitment process
  • Proactively maintain relationships with colleagues across the organisation to ensure that knowledge of all of Equal Lives’ services and activities is up-to-date and relevant
  • Contribute to internal and external reporting, as required
  • Work with the ILS Team Managers, Development and Implementation Manager, ILS Manager and Head of Operations to ensure that all services and community activities are delivered in a way that is customer-focused, efficient, meets quality standards and our reporting targets and requirements

Team support:

  • Undertake all tasks as a fully integrated team member, supporting colleagues within the ILS Team and wider organisation as required
  • Co-work with Advisers to provide a level of support, as well as taking advantage of opportunities to develop skills and knowledge
  • Contribute to the induction and training of any new staff members and volunteers within the team, so that they understand how it functions and the range of activities it undertakes
  • Positively engage in team meetings and any training provided, contributing to an environment where all staff and volunteers are able to develop the skills, knowledge and confidence they require to fulfil their roles effectively
  • Actively promote and contribute to a team culture which is honest, supportive, reflective, positive and open to change at all times

Standards and Quality:

  • Contribute to the development, implementation and maintenance of systems and processes to improve service quality
  • Keep knowledge and skills up-to-date through training, research, co-working and self-development, and ensure that knowledge is shared with colleagues as appropriate
  • Ensure that we are customer-focused at all times, and that quality standards are met or exceeded
  • Adhere to all policies and procedures as appropriate

Culture and Organisation:

  • Work closely with colleagues within the team and across the organisation to ensure that our services and activities are fully integrated, and that our information resources remain up-to-date and relevant
  • Actively develop and maintain positive working relationships with colleagues within the team and wider organisation, and promote a shared sense of responsibility and purpose
  • Contribute to Equal Lives’ strategic direction and development of policies and procedures, and engage with this as required

General Tasks:

  • Work within Equal Lives policies and procedures at all times
  • Work closely with colleagues to ensure that Equal Lives services are of the highest possible standards
  • Undertake role in a way that is empowering to service users and is guided by independent living philosophy and social model of disability
  • Take part in supervision, team and other meetings as required
  • Participate in open days, conferences and other events as required
  • Provide cover for colleagues and undertake other appropriate duties as required

Person Specification: Customer Service Officer (ILS)
Key characteristics: / 3 – High importance
2 – Med’ importance
1 – Low importance
A detailed understanding of the barriers faced by disabled people, the Equality Act 2010 and Social Model of Disability / 3
Commitment to equality of opportunity and empowerment of disabled people / 3
Specialised knowledge in self-directed support and experience of using this in an advice setting / 3
The ability to provide excellent customer service / 3
The ability to work in a fast paced office environment, with a ‘can do’ approach to undertaking tasks and activities as required / 3
Proven ability to communicate effectively, both verbally and in writing, with a wide range of people / 3
Significant evidence of excellent organisational skills, attention to detail and a commitment to high standards / 3
Ability to prioritise own workload and use initiative to solve problems, and recognise when to ask for advice or support / 3
Excellent inter-personal skills and proven ability to develop positive working relationships with colleagues and customers / 3
Ability to be self-motivating and take responsibility for the completion of required tasks for self and others / 3
Significant experience of working with ICT including Outlook, Word & Excel / 3
Proven ability to use bespoke or specialist software to record actions and report outcomes / 2
Personal experience of disability / 2

1