OR110059 – Customer Service Advisor Care & Wellbeing Hub

This is a highly important and sensitive role where you will be the first point of contact for people reporting concerns about a child. Calls may come from members of the public or professionals such as Police Officers, Nurses, Health Professionals and Teachers, with each contact playing a potentially vital role in safeguarding children.

As a Customer Service Advisor, your responsibility will be to gather detailed and accurate information from callers, using professional curiosity to explore concerns thoroughly and obtain all relevant facts. You will need to look beyond the information presented, asking appropriate questions and ensuring that nothing is taken at face value.

The information you collect will be documented against a structured framework and recorded accurately on our systems before being passed to Children’s Social Care. The decisions made regarding a child’s safety and wellbeing are often based on the information you have gathered, making clear, concise and accurate communication essential.

About the Role

The nature of the calls you receive can be challenging and, at times, distressing. You will need to be resilient, emotionally aware and prepared to handle sensitive situations professionally and compassionately.

At the same time, callers may be experiencing difficult circumstances, so it is important that you can demonstrate empathy, patience and understanding while maintaining a calm and objective approach.

You will regularly deal with calls from:

• Members of the public
• Police Officers
• Health and Social Care professionals
• Teachers and education staff
• Other partner agencies

You will be required to gather, assess and process information efficiently and accurately, ensuring all records are clear, factual and error-free.

What We’re Looking For

To be successful in this role, you will have:

• A passion for delivering excellent customer service
• Outstanding verbal and written communication skills
• The ability to build rapport quickly and gather information effectively over the telephone
• Strong listening skills and attention to detail
• The ability to type effectively and accurately whilst talking on the phone
• Professional curiosity and confidence in asking probing questions when appropriate
• The ability to remain calm and focused in sensitive situations
• A resilient and compassionate approach
• Good organisational skills and the ability to present information in a logical and structured way
• Flexibility and adaptability within a busy service environment
• Good IT skills, including competence in Microsoft Office applications and Windows

Why Join Us?

This role offers the opportunity to make a genuine difference to the lives of children and families across Lincolnshire. You’ll work in a fast-paced environment where no two days are the same, with plenty of variety and opportunities to develop new skills and knowledge.

If you enjoy investigative conversations, problem-solving, working with a wide range of people and providing an excellent service, this could be the perfect role for you.

Where Will I Work?

Our offices are based at Lancaster House in Lincoln City Centre.

What Hours Will I Work?

Due to the nature of the service, flexibility is required.

Working hours are between 8:00am and 6:00pm, Monday to Friday.

What Training Will I Receive?

You will receive a comprehensive induction followed by service-specific training.

Training is delivered by subject matter experts from:

• The CSC Children’s Team
• The CSC Training Team
• Lincolnshire County Council Children’s Services

This structured training programme will provide you with the knowledge, skills and confidence needed to succeed in