Customer Service Advisor

Customer Service Advisor
Location: Lincoln
Client: Lincolnshire County Council
Contract Type: Temporary (3 months)
Hours: Full time (37 hours per week)
Salary: £15.66 per hour (Umbrella)
About the Role
This role sits within the Customer Service Centre, the first point of contact for a wide range of Lincolnshire County Council services including Adult Care, Children's Services, Highways, Registration & Celebratory Services, and Library Services. You will be part of the Adult Care Teams, supporting the Care & Wellbeing Hub.
You’ll handle incoming contacts via telephone and email from both the public and professionals. These may include requests for information and advice, safeguarding reports, or access to services such as Adult Care, the Lincolnshire Carer Service, and the Wellbeing Service.
Key Responsibilities

• Respond to complex, sensitive, and emotive enquiries with professionalism and empathy.
• Use a strength-based approach to support positive outcomes for service users.
• Apply call control and professional curiosity to gather accurate information.
• Determine appropriate outcomes and referrals based on customer needs.
• Maintain accurate records while managing live calls.

Experience & Knowledge

• Previous experience in a busy Customer Service or Customer Care environment.
• Experience in a social care setting is desirable but not essential.
• Familiarity with council services and safeguarding procedures is advantageous.

Skills & Competencies

• Excellent communication and interpersonal skills.
• Strong typing and IT skills, with the ability to type and talk simultaneously.
• Ability to manage sensitive conversations with discretion and care.
• Problem-solving and decision-making abilities under pressure.

Additional Requirements

• Flexibility to work between 8am and 8pm, Monday to Friday.
• Full induction and role-specific training provided.
• Agile working available (office/home mix) once training is complete.
• Office based at Lancaster House, Lincoln City Centre.

If you are interested in the role and would like to contact me for further information on the role you can contact myself on the details below.

At Service Care Solutions we also offer a £250 bonus for referrals! If you think you know someone who would be ideal for this role and they are placed in the job you will then receive £250 at the end of their probationary period.

To apply for this role, or to refer someone else, then please do not hesitate to contact Jack at Service Care Solutions on 01772208964 or email on Jack.Lonsdale@Servicecare.org.uk