Job title: Customer Support Adviser

Job location: Compass House, Dundee   

Responsible to: Customer Support Officer

Principal working contacts

 

  • Customer Support Officer
  • Head of Customer and Business Support
  • Managers and employees of the Care Inspectorate
  • External agencies/service providers/service users and carers
  • Members of the public

Job purpose

To manage and respond to all incoming calls, enquiries and queries to the organisation, and, at times, pass callers on to appropriate colleagues where necessary. Provide accurate information internally and externally and undertake general administrative duties, in accordance with the Care Inspectorate’s policies and procedures.

Key responsibilities

  • To manage and deal with all incoming enquiries to the organisation, through different contact channels, and deal with these by either responding directly, appropriate transfer, or follow-up and return call.
  • To deal with and log all complaints and concerns in a timely manner. Make sure concerns are dealt with sensitively and escalate issues to appropriate third parties.
  • Respond to all technical queries in relation to external and internal IT applications that stakeholders and staff use.
  • Work closely and liaise with all internal departments.
  • Research requiring information using available resources.
  • Provide callers with information as appropriate, within own remit of responsibility.
  • Identify and escalate priority issues.
  • Record call information accurately and appropriately.
  • Produce call reports and/or information as requested.
  • Attend meetings as required.
  • Distribute information within the Care Inspectorate and to service users, carers, service providers and other external agencies as required.
  • Carry out your duties in accordance with our Health and Safety policies, procedures, guidance, practices and legislative requirements, taking reasonable care for your safety and that of others who may be affected by what you do or fail to do while at work.

Relationship management

  • Develop a productive working relationship with colleagues.
  • Ensure effective working protocols in accordance with the Care Inspectorate’s Communications, Human Resources, Finance, IT and Operations function.
  • Ensure effective communication of the Care Inspectorate’s work with people who use care services, carers, relatives and advocates.
  • Demonstrate a commitment to the Care Inspectorate’s aims, vision and values and to the Care Inspectorate’s overall objective of improving care in Scotland.

Other duties

This job description is a broad picture of the post at the date of preparation. It is not an exhaustive list of all possible duties, and it is recognised that jobs change and evolve over time. Consequently, the post holder will be required to carry out any other duties to the equivalent level that are necessary to fulfil the purpose of the job, and to respond positively to changing business needs.