Social Care Referral Coordinator

Reference HQ00017775
Service Suffolk County Council
Contract Type Temporary
Duration No end date
Location Suffolk
Job Type Full-time
Start Date 01/04/2019
Hours per week 37
Rate From £8.86 rising to £9.68 after 12 weeks per hour

Social Care Referral Coordinator

Suffolk County Council are seeking a Social Care Referral Coordinator to undertake Customer Service and Administrative duties within the Social Care Referral Team. You will be responsible for taking telephone calls from members of the public and processing the referrals over to the correct location/team. There is also an admin side of the role where you will be asked to complete different referrals from different organisations/professional platforms.

The post holder will be the first point of contact for social care enquiries relating to Suffolk residents, including Adult services, Children and Young People’s services and Mental Health referrals. The post holder will be expected to manage across different contact channels (telephone, email, webchat) and multi-task while providing exceptional customer service in a pressurised target driven environment.

The post holder will deal with a wide range of people with a variety of queries and demands of differing complexity. Some contacts will be from vulnerable individuals and the post holder will be expected to use their skills and knowledge to support customers to achieve the best outcome, in line with Suffolk’s organisational values, drivers and operating models.

Customer First is a multi-channel contact centre who act as the first point of contact for Social Care in Suffolk, operating across Adult and Community Services, Children and Young People Services and Mental Health.


Key Relationships:

  • Contact Centre Manager
  • Team Leaders
  • Social Care Referral Coordinators
  • Business Improvement Manager
  • Social work service teams and colleagues
  • Initial Response team
  • MASH
  • Partner organisations
  • Relevant health teams and colleagues
  • Education teams and colleagues
  • Communicate effectively with customers by demonstrating listening skills and using appropriate questioning techniques to promptly and accurately identify the reason for the customer contacting social care.
  • To maintain effective use of customer information systems and databases to ensure high quality and accurate recording and data quality.
  • Use of computer for a wide range of database work and use of email system.
  • Apply guidance on information sharing, obtaining consent and confidentiality issues.
  • Escalate evidence of ineffective work practises to management team.
  • Use initiative to solve problems whilst following policy guidelines.
  • Provide accurate and effective advice and guidance to customers on the interpretation of agreements/directives/policies/procedures, always seeking clarification where unsure in order to provide accurate advice.
  • Assist in the smooth operation of the service by assisting others in resolving customer issues when required.
  • Promote use of internet to customers to enable them to access and request relevant information and services at a time convenient to them.
  • Provide ideas and advice to other team members and management to improve customer service and the delivery of services.
  • Use own initiative to keep up to date, learning and using knowledge of new and changing operating systems, policies, processes and IT systems to continually improve the quality of service and advice given.
  • Train new colleagues on the job and act as a mentor as required.
  • Work as part of a team to achieve shared objectives and targets.


This section gives examples of the types of activities that are carried out at this level.  This list is not exhaustive.

Qualifications and Professional memberships

  • Good level of literacy and numeracy skills.
  • Evidence of continued professional development.

Specialist knowledge skills and experience

  •  Thorough knowledge of basic office software systems such as Microsoft Office, internet, email.
  • Good keyboard skills and the ability to listen and enter data simultaneously into various databases.
  • Understanding and practice of the principles of excellent customer service.
  • Ability to problem solve and define a problem systematically and makes sense of information by organising it efficiently.
  • Takes the initiative to find information from other sources that are useful to the existing problem or situation.
  • Ability to clarify tasks and prioritise work to achieve deadlines.
  • Ability to understand and interpret policies, procedures and relevant legislation.
  • Basic knowledge of any national government legislation, regulations or guidelines which may impact service delivery.


  • Ability to communicate with customers who may be vulnerable, emotional or under stress in a clear tactful manner, show empathy and resolve conflict effectively.
  • Ability to handle stressful situations.
  • Ability to listen and question effectively to gather appropriate information to resolve customer queries effectively.
  • Ability to communicate openly and factually over the telephone and in writing.
  • Ability to record information clearly and concisely.
  • Ability to work collaboratively as part of a team to achieve agreed outcomes.
  • Flexible and open to change with the ability to adjust behaviour to adapt to new processes, systems responsibilities or working environment.
  • Ability to remain calm under pressure.
  • Ability to carry out repetitive tasks whilst maintaining excellent attention to detail and maintaining excellent customer service at all times.
  • Excellent organisational and time management skills and the ability to prioritise work to achieve deadlines and team objectives.
  • It is essential that you are able to speak fluent English as per Sections 77 to 84 of the 2016 Immigration Act.
  • Commitment to safeguarding and promoting the welfare of children, young people & vulnerable adults.
  • Post-holder may have to travel to different locations across the County.
  • Willingness to develop knowledge and skills with training.
  • Shift working is a requirement of the role with the expectation that you will be flexible around changing shifts to ensure front line service is not affected. (Weekend work may be a future requirement of the role).

If you have a disability or long term illness that otherwise prevents you from meeting any of the essential criteria, please contact us to discuss whether a reasonable adjustment could be made.

We offer a guaranteed interview to all disabled candidates who meet the minimum essential criteria for a job vacancy.


  • Holiday entitlement of up to 31 days per annum, pro rata (including bank holidays).
  • 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’
  • Consultants based on site within Endeavour House
  • Gain experience to support permanent applications

Suffolk County Council has a set of values and behaviours which set the expectation of how people will do their job in addition to the specific activities/accountabilities listed in the Job Person Profile. Evidence of these values and behaviours are an integral part of the performance management framework. They are set out below:

Achieve – we are the best we can be

  • I know what is expected of myself and other people.
  • I continually strive to improve by reflecting, learning and developing.
  • I give and accept constructive advice and feedback.

 Support – we work as one team

  • I offer, give and accept help
  • I listen to and learn from other people
  • I share my learning, information, knowledge and resources

Pride – we take pride in and are proud of what we do

  • I look for opportunities to enhance the reputation of the council and its partners
  • I celebrate success and take pride in my achievements and those of other people
  • I look for opportunities to promote council services and those of its partners

Inspire – we model the ASPIRE values

  • I bring passion, energy and drive to my work
  • I create solutions and encourage innovation
  • I keep promises

Respect – we give and earn respect

  • I am open and honest
  • I see things from the perspective of other people and value their opinion
  • I treat people as equals and promote equality and value diversity

Empower – we empower, encourage and motivate people

  • I am accountable, make decisions and take responsible risks
  • I have the freedom to act and challenge
  • I embrace and adapt to change


We work directly with Suffolk County Council and Babergh and Mid Suffolk District Councils    to fill vacancies. Register today to be first to hear about all our live jobs.

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