Customer Information Adviser

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1 Hammersmith & Fulham borough of opportunity Customer Information Adviser Community Services Application Pack

2 JOB DESCRIPTION H&F ADVICE, CUSTOMER INFORMATION ADVISOR Designation: Post Number: Department: Housing Section or Service: H&F Advice Responsible to the Head of H&F Advice Line Managed by H&F Advice operations manager Employees directly supervised if any: None Family Tree: Indicate by means of a diagram the position of the job in the organisation or attach organisation chart.

3 Information for applicants Job Description Person Specification Criminal Records Bureau Check

4 Asst. Director, Housing Options Head of H&F Advice X 2 Operations Managers X 14 Customer Information Advisors

5 1 Job Purpose 1.1 To work with members of the public who are seeking information or services from the Council. 1.2 To provide excellent services to all residents and customers who present, apply or are referred to the service by offering high standards of customer care at all times i.e. acting with the utmost integrity and courtesy. 1.3 To provide a comprehensive, responsive and co-ordinated information, screening and referal taking service for Housing Services, Adult Social Care, Children s Services, and any other Partner Services that may become applicable in the future, to better meet the needs of the service s customer base. 1.4 To work effectively and efficiently to assess risk and escalate issues of concern, minimise customers waiting times, reduce the number of missed and unanswered telephone calls and to maximise the resolution of all customer enquiries at the first point of contact. 1.5 To work in partnership with colleagues and senior officers within housing, social care and childrens services in relation to access and service delivery and the continuous improvement of the services for customers. 1.6 To meet all relevant performance standards that are set by the business. 1.7 To develop and maintain strong functional links with residents, service users and key partner agencies. 2 Description of principal duties 2.1 As directed by line management, to act as first point of contact for individual contacts and referrals to the service and applications for service by whatever means e.g. in person, by telephone, , fax or by post. Postholders will work flexibly across these access channels as required to meet the needs of customers and the efficient and effective running of the Centre. 2.2 To be responsible for managing and recording all contacts with high standards of customer care to effectively and efficiently meet the needs of customers e.g. providing information and advice; signposting to other providers, undertaking screening interviews and all associated follow up enquiries. 2.3 To ensure that residents and customers confidentiality is maintained at all times and that policies, procedures and guidelines are adhered to. 2.4 To be responsible for completing a comprehensive range of administrative duties as required to support the service and to maintain database / information systems. 2.5 To be responsible for responding to customer complaints, member enquiries and general correspondence within agreed procedures.

6 2.6 To be aware of and operate all policy, procedures and legislation that relate to the safeguarding and promotion of the welfare of children and vulnerable adults particularly in relation to the referral and assessment processes and assess risk and escalate issues of concern. 2.7 To be responsible for handling monies and making payments with honesty and integrity and in accordance with Council procedures. 2.8 To be aware of and implement relevant health and safety practice to ensure the safety and well being of both staff and service users and take action as appropriate where issues are identified in accordance with Council policy and relevant legislation. 2.9 To be aware of and proactively operate all risk assessment procedures as they relate to the wellbeing and safety of all staff, colleagues and customers related to the service To develop, maintain and apply a working knowledge of local service policies and provision, for all relevant service areas, and developments and best practice in customer care 2.11 To develop, maintain and apply a working knowledge of all processes, procedures and systems required to undertake the role and to be prepared to learn new service areas as and when they might arise 2.12 To liaise closely with managers and senior officers in all service areas to ensure that all contacts, referrals and any applications for service are made appropriately and to the highest quality To be responsible for ensuring that all staff and customer areas are kept safe, tidy, welcoming and operational throughout the day To be proactive in ensuring that all hard copy public material provided by the service is up-to-date and that the services information management systems which details local resources and other relevant material is regularly maintained and changes are communicated and actioned accordingly 2.15 To promote, support and assist any new partnerships, initiatives or developments to the service as defined by the Council To participate and contribute to regular supervision and appraisal with the Line Manager 2.17 To attend and contribute to regular team meetings 2.18 To attend such training courses required to fulfil the duties of the post and to enhance performance appropriate to the needs of the service To participate in the induction of new staff both from this service and other departments.

7 2.20 To participate as required to ensure an effective response to civil and other emergencies using skills/expertise relevant to the functions of the post, and in accordance with council business continuity and emergency procedures To undertake any other duties commensurate of the grade, which may from time to time be required. I agree to the above job description Post Holder.....Date... Director/Chief Officer Date

8 SELECTION CRITERIA DEPARTMENT POST GRADE : HOUSING : Customer Information Advisor : S02 Selection criteria are the skills and experience which are essential for a candidate to possess in order to carry out the duties of the job satisfactorily. In order to assist you in completing your application form the selection criteria have been provided below. You should aim to complete your job application with these in mind, referring as appropriate to any related skills or experience. 1. Ability to work effectively with members of the public who will use the service. 2. Ability and committment to provide excellent service to all customers, clients and residents by offering high standards of customer care at all times and the ability to meet corporate standards in the provision of a responsive and customer-focussed service. 3. A high level of interpersonal skills with the ability to communicate and negotiate effectively, sensitively and professionally with single people, families in crisis and professionals, face to face, by telephone and in writing and the ability to assertively decline services when necessary. 4. Ability to recognise risks and respond appropriately. 5. The ability to interview and conduct screening assessments in a non discriminatory way of the needs of adults, children and families from all sections of the community relating this to eligibility for services and legislative responsibilities 6. Ability to work within detailed policies and procedures. 7. A commitment to and understanding of the Council s equal opportunities policy, and the ability to understand and implement the policy in relation to the job responsibilities. 8. Proven computer literacy and experience of using Microsft Office applications and complex databases (primarily FrameworkI, Northgate/IWorld).and other technologies, i.e call handling software, photocopier, scanner etc) and be able to produce documents of a standard for external circulation. To be tested at interview. 9. The ability to work effectively as a member of a team and to work with initiative and minimum supervision as required. 10. The ability to prioritise work, to be able to use line management supervision appropriately, to understand its purpose and importance and to be able to work as an effective member of a customer focused team.

9 Criminal Records Bureau check Please be aware that the successful candidate will be required to take a Criminal Records Bureau [CRB] check. This check is necessary as the work involves dealing with or having access to children and vulnerable adults whilst undertaking normal duties.

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