Customer Service Advisor Out of Hours

We are working closely with a local authority in Lincolnshire to assist with the appointment of a Customer Service Advisor Out of Hours, on a 3-months contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay

£12.76- £16.49 per hour

Hours per week : 25

Summary

The Customer Service Advisor Out of Hours is responsible for providing a professional, responsive, and customer-focused first point of contact for Lincolnshire County Council's emergency and out-of-hours services. The role supports a wide range of Council services, including Adult Social Care, Children's Services, Highways, District Council services, Libraries, Heritage, and Housing Repairs. The postholder gathers critical information, assesses the urgency of enquiries, records accurate case information, and escalates emergency situations in accordance with established procedures.

Responsibilities

Act as the first point of contact for emergency and out-of-hours enquiries received by telephone and other communication channels.

Receive and manage urgent calls relating to Adult Social Care, Children's Social Care, safeguarding concerns, and other critical council services.

Ensure safeguarding concerns are identified promptly and escalated to the appropriate emergency or on-call services.

Maintain confidentiality and comply with Data Protection legislation and information governance requirements.

Contribute to service improvements by identifying opportunities to enhance customer experience and operational efficiency.

Comply with all Council policies relating to health and safety, equality, diversity, safeguarding, and customer service.