Organisation: Leicestershire County Council Work Location: Customer Service Centre, County Hall, Glenfield, LE3 8HD Worker Category: Hybrid Salary: £25,998 - £27,273 per annum (pro rata for part-time) Pay Award Pending Working Hours: 37 hours per week on a rota basis worked between 8.30am and 5.30pm Monday to Thursday and 8.30am and 5pm on Fridays Contract Type: Permanent Closing Date: 08/08/2025 Interview Date(s): 28th, 29th August and 2nd September Do you want a job where you can improve the lives and well-being of the people of Leicestershire? Do you enjoy working in a fast-paced environment and are motivated by providing excellent customer service? About the Role As a Social Care Advisor, you will be the first point of contact for all internal and external queries and will a play a crucial role in advising, guiding, and supporting customers. You will handle a high volume and variety of complex and emotive adult social care enquiries via inbound and outbound telephone calls and emails. You will be required to manage your caseload of queries until resolution, which may involve providing the required information yourself, signposting to relevant services, or referring to the appropriate Council service. Where you identify that an individual may be at risk, you will quickly capture and escalate the necessary information for further action. Individual and service performance targets will be required of you; however, we will ensure that you receive the relevant training and on-the-job support to enable you to fulfil your role to the best of your ability. You will initially be based at County Hall in Glenfield; however, after training, you will move to a combination of office and home work. About You To apply for this post, you must: Understand how to deliver excellent customer service and have experience in direct customer contact via telephone and using complex databases to record and retrieve customer information. Have fast and accurate keyboard skills with good attention to detail. Be able to identify and record critical information and demonstrate quick thinking and problem-solving. Have experience of working effectively as part of a team and on your own initiative. Have excellent communication skills, including the ability to demonstrate tact, diplomacy, and empathy. Be able to remain calm and deal effectively with a pressurised workload. Understand the importance of identifying and effectively managing risk. We’d also expect you to share our commitment to our values and will ask you to provide evidence when you have demonstrated them as part of the interview process. Interested in Flexible Working? We are keen to support employees in balancing their working lives with other commitments. Therefore, wherever possible, we will consider working arrangements that suit an individual’s personal circumstances while still meeting the needs of the Council. If you would like to discuss the possible flexible working options that might be applicable to this role, please get in touch with the person named below. This may include requests for term-time working, part-time hours, compressed hours, flexible start and finish times, home/remote working, etc. Every role within the Council has a defined working style that determines where it can work. The worker category applicable to this post is detailed in the above advert. You can find out more about our worker categories on the Our Working Styles page on our career site. For more information or an informal discussion, please contact: Rhiannon Watts, Team Leader 01163054518 rhiannon.watts@leics.gov.uk How to Apply Leicestershire County Council is an inclusive organisation which is on a journey to embed and celebrate equality, diversity, and inclusion at every level. We warmly welcome and encourage applications from people of all backgrounds, as having a diverse workforce with different perspectives and ideas is fundamental to our values and enriches the services, we offer our communities. We particularly welcome applicants from Ethnically Diverse and LGBTQ+ communities and people with disabilities to create a balanced workforce and one that reflects the communities we serve. Applicants with a disability who meet the criteria listed in the ‘About You’ section above will be offered an interview under the Disability Confident Employer Scheme. To apply for this job, please click ‘Apply Now’. You will need to upload a supporting statement as part of your application, which explains how you meet the criteria listed in the ‘About You’ section above. For more information, see our career site's How to Apply section. We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible. If you have any technical issues when trying to apply for this post, please contact our Employee Service Centre: https://emss.org.uk/support By applying for this post, you agree to our Terms and Conditions.. Location : Leicester, LE3 8HD