Information and Customer Services Officer / Administrator

Job Title: Information and Customer Services Officer / Administrator
Job Type: Contract – 3 months +
Full Time

Overview:
Our client, a local authority based in the City is looking for an Information and Customer Services Officer / Administrator to work and be the first point of contact in the busy Childrens Integrated Response Service. To respond to high volumes of enquiries from members of the public, agencies and professional /voluntary organisations via telephone, mail (both standard and electronic) and in person.

To provide professional, customer centred information, advice and contact recording service with due regard to the Councils Customer Service Charter and Equality and Diversity policy and procedures.

To proactively and co-operatively work with managers and social workers to support the delivery of a high quality and rapid response service to all enquiries and referrals received within the Childrens Integrated Response Service.

Key tasks:

* To be responsible for the daily administration functions to support the efficient and effective operation of the ECIRS, including literature requests, customer surveys, statistical recording and dealing with enquiries and referrals presented via letter, fax, email and in person.

* To deal with all enquiries, requests for information and referrals promptly and proficiently in line with agreed Departmental / Service Procedures.

* To provide accurate and up to date basic information about Children’s Social Care and its referral procedures.

* To sensitively deal with service users who may be distressed, agitated, abusive, or to have English as their second language.

* To actively seek and obtain essential information, undertake routine checks, retrieve historical records and accurately input data onto the Children’s client database.

* To liaise with referrers or with social work staff to ensure contract and referral information is complete and up to date.

* Assess the urgency of each contact and refer those deemed to be urgent to be urgent and/or complex to the manager.

* Ensure the electronic and paper filing systems are accurate accessible and up to date.

* Respond in writing to routine or basic requests for information in liaison with the duty manager.

* To produce and disseminate performance and activity data to a high degree of accuracy to established timescales

Essential knowledge, skills and abilities:

* Good interpersonal skills and the ability to deal appropriately with people from culturally diverse backgrounds.

* Ability to deal sensitively with difficult or distressed service users.

* Ability to communicate effectively via the telephone, face to face or in writing.

* Numeracy and literacy skills to be able to analyse and produce statistical reports and provide advice and information kin a simple and clear way.

* Ability to work independently as well as part of a team to achieve the overall aims of the service.

* Experience of drafting and composing responses to enquiries in writing, by fax and email.

The Fawkes & Reece experience – What we offer our Candidates?

*One of the most experienced teams in the UK!
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*FULL PAYROLL SUPPORT – Whether you choose PAYE or Limited!
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*EXCELLENT RATES OF PAY!
*Dedicated service from your own Consultant
*REC Trained recruitment consultants

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