Isolation Support Advisors

• Deliver an efficient and friendly telephone call handling service to provide accurate and consistent information and advice to residents who have tested positive or have been identified as coming into contact with an individual who has tested positive for Covid 19.
• Work autonomously and exercise a high degree of judgement, analysis and fact finding in order to ascertain where individuals have been. In some instances information will be required to be teased from individuals in, which will require persuasion and motivational skills.
• Accurately interpret information obtained during interviews with Covid 19 contacts to make appropriate decisions from a range of options, utilising scripts, internal procedures and guidance.
• Promote, support and encourage contacts to utilise digital systems and solutions wherever possible.
• Utilise digital systems to their full potential to manage and respond to contact lists, maintaining accurate records of conversations and providing information as required.
• Handle complaints and difficult customers in a calm and professional manner, ensuring a customer focussed services, demonstrating initiative, diplomacy and resilience in a demanding environment.
• Manage a caseload effectively and prioritise key tasks to meet tight deadlines, whilst dealing with interruptions and conflicting demands arising from customer queries and incoming telephone calls, ensuring key performance indicators are achieved.
• Work closely with other Advisors in delivering services, creating a rapid and responsible service.
• Escalate and refer any challenging or complex contacts, incidents,  queries or complaints to an Isolation Support Team Leader.
• Ensure awareness of and compliance with national legislation relating to the management of Covid 19 and also, confidentiality of personal information and the principles of data handling.
• Undertake any associated administrative work as required or other duties commensurate with the nature and grade of the role.

Experience of working in a customer service type role and or providing a service to the public as well as the ability to work independently and manage and prioritise your own workload is essential.  Applicants must be able to communicate effectively and confidently over the telephone with a wide range of people and have good computer skills and the ability to pick up new systems quickly. We are seeking a diverse team and the ability to communicate in a minority community language would be welcomed.

Laptops will be provided.  A reliable broadband connection is required to support cloud-based services including video conferencing and skype.  Applicants must be flexible over the 7 days of service and across the operational hours.  Occasional attendance at an office site may be required to collect equipment and complete some aspects of the induction/training programme.

•  Holiday entitlement of up to 31 days per annum, pro-rata (including bank holidays) where applicable
• Permanent equivalent council pay rates offered after 12 weeks
• Pension contribution from employer
• Flexible working hours
• Opus candidates hear about jobs first
• Opportunity to apply for permanent positions as an ‘internal candidate’
•  Gain experience to support permanent applications