Job title: Customer Support Adviser

Attributes 

Experience

Essential:

  • Demonstrate a successful track record within a similar role.

Desirable:

  • Experience of working with external/internal contacts at all levels. 
  • Experience of working within the social care sector.

Education, qualifications and training

Essential:

Desirable:

  • NVQ/SVQ level 2 or 3 in Customer Service or Call Handling.

Skills and knowledge

Essential:

  • Excellent communication skills.
  • Excellent verbal communication techniques in order to draw out and gather correct information and gain confidence from caller.
  • Knowledge of customer service principles and practice.
  • Listening skills.
  • Problem solving skills.
  • Good data entry/keyboard skills
  • Ability to work on own initiative and prioritisation of workload.
  • Ability to meet deadlines.
  • Ability to use own judgement within identified boundaries.
  • Ability to remain professional even when dealing with difficult or confrontational callers.

Key performance outcomes

Effective communication:

  • Portrays a positive image of the Care Inspectorate when communicating both inside the organisation and externally.
  • Selects appropriate communication, style and methods depending on the needs and abilities of the audience.
  • Listens actively to people, questions and checks understanding.

Planning and organising:

  • Uses a systematic approach to make efficient use of time and manage workload. 
  • Recognises the need to be flexible in order to meet changing priorities.
  • Prioritises work effectively to meet deadlines and objectives.

Flexibility:

  • Demonstrates a flexible, positive approach to work.
  • Listens to feedback and ideas from people and will take appropriate and considered action.
  • Adapts well to change, adjusting priorities as required.
  • Is able to work confidently within a changing environment.

Team working:

  • Remains tolerant and fair towards others, values diversity and is non-discriminatory in their actions.
  • Values and makes use of the skills, knowledge and experience of others.
  • Works co-operatively and supportively with others.

Personal accountability and responsibility:

  • Takes responsibility for decisions and actions taken.
  • Maintains a high standard of work and actively seeks out continuous improvement.
  • Demonstrates initiative within own area of expertise.
  • Takes responsibility for identifying and addressing areas of personal and professional development.

Please note – these are key performance outcomes to be used to recruit into the role.