Role of the Apprentice Social Care Advisor

The role of the Apprentice Social Care Advisor is to listen hard to what people are telling us, focussing deeply on what they have reached out to us for, and come to understand the person’s wishes and feelings with regards to what really matters in terms of what a good life looks like to them.

Most of your apprenticeship is spent working. You’ll learn on the job by getting hands-on experience.

What you'll do at work

• Through using interpersonal and communication skills provide a professional and knowledgeable response to people and a range of professionals who contact the service
• Resolve in a courteous and timely way the range of queries received by Gateway
• Make onward referrals where appropriate or provide directly access to some services within Adult Social Care
• Provide support with screening for Support at Home, support in making appointments and with making onward referrals
• Proficient user of IT to maintain up to date records and input information to adult social care and health system
• Provide high quality written and verbal documentation which will be clear, concise and logical
• Provide a customer focused service, always maintaining a professional manner, including when difficult situations arise

Where you'll work

The Shay Stadium
Halifax
HX1 2YS

Apprenticeships include time away from working for specialist training. You’ll study to gain professional knowledge and skills.

Training provider

CALDERDALE COLLEGE

Training course

Customer service specialist (level 3)

Understanding apprenticeship levels (opens in new tab)

What you'll learn

Course contents

• Business focused service delivery: Demonstrate a continuous improvement and future focussed approach to customer service delivery including decision making and providing recommendations or advice
• Business focused service delivery: Resolve complex issues by being able to choose from and successfully apply a wide range of approaches
• Business focused service delivery: Find solutions that meet your organisations needs as well as the customer requirements
• Providing a positive customer experience: Through advanced questioning, listening and summarising negotiate mutually beneficial outcomes
• Providing a positive customer experience: Manage challenging and complicated situations within your level of authority and make recommendations to enable and deliver change to service or strategy
• Providing a positive customer experience: Use clear explanations, provide options and solutions to influence and help customers make choices and agree next steps
• Providing a positive customer experience: Explore and interpret the customer experience to inform and influence achieving a positive result for customer satisfaction
• Providing a positive customer experience: Demonstrate a cost conscious mind-set when meeting customer and the business needs
• Providing a positive customer experience: Identifying where highs and lows of the customer journey produce a range of emotions in the customer
• Providing a positive customer experience: Use written and verbal communication to simplify and provide complex information in a way that supports positive customer outcome in the relevant format
• Working with customers/customer insights: Proactively gather customer feedback, through a variety of methods. Critically analyse, and evaluate the meaning, implication and facts and act upon it
• Working with customers/customer insights: Analyse your customer types, to identify or anticipate their potential needs and expectations when providing your service
• Customer Service performance: Maintain a positive relationship even when you are unable to deliver the customer’s expected outcome
• Customer Service performance: When managing referrals or escalations take into account historical interactions and challenges to determine next steps
• Service Improvement: Analyse the end to end service experience, seeking input from others where required, supporting development of solutions
• Service Improvement: Make recommendations based on your findings to enable improvement
• Service Improvement: Make recommendations and implement where possible, changes in line with new and relevant legislation, regulations and industry best practice