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First Point of Contact (FPOC) Adviser
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Shropshire Council
Are you passionate about supporting others and making a difference?
We are seeking a dedicated First Point of Contact Adviser to join our dynamic team in Customer Services. In this vital role, you will handle initial enquiries from individuals seeking support or advice about Adult and Children’s social care, including safeguarding calls and emails. You will deal with these calls sensitively and in the strictest confidence, ensuring customers get the right help and support as quickly and easily as possible.
You will be dealing with a wide range of enquiries related to Adult and Children’s social care. Your responsibilities include:
- Accurately gathering and verifying facts
- Assessing situations to determine the most appropriate course of action
- Using your initiative, listening, and analytical skills to ensure urgent calls are prioritised and transferred to relevant teams swiftly
- Liaising with Social Workers, external partners, and provider organisations
- Utilising internal resources to provide effective solutions
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We are seeking candidates with great communication skills who can maintain accurate records, stay informed about services, and deliver excellent customer service in a fast-paced environment. You will need to adhere to data protection and confidentiality requirements, as well as comply with health, safety, and welfare procedures in the workplace.
If you are ready to take on a meaningful role supporting vulnerable adults and children, we would love to hear from you.
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Please be aware that this role includes handling calls from customers who may be distressed, vulnerable, or experiencing crisis situations. As some conversations can be emotionally challenging, applicants should consider whether they feel comfortable dealing with sensitive and potentially upsetting situations before applying.
We would love to get to know you more so please give us a call if you would like to discuss this role or our team. You can contact us on 01743 258439 and ask for Clare Mobberley or Joanne Mckay
Attached documents
- JD - FPOC.pdf
- PS - FPOC.pdf
- Advert - FPOC.pdf
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