Advice and Information Officer (SC5)
Lewisham Council
Who You Are
As an Advice and Information Officer, you play a crucial role in effectively responding to adult social care enquiries. You possess a strong understanding of customer care, especially in frontline services, and are committed to addressing the needs of a diverse group of clients. You are self-motivated, have a positive attitude towards change, and are flexible in your work activities, including the ability to work evenings, weekends, or shifts. Exceptional communication and problem-solving skills define you, enabling you to handle challenging customer interactions effectively.
What the Job Involves
Your main responsibility is to manage adult social care enquiries using a strength-based approach, helping customers achieve greater independence. The role involves providing information and signposted advice, understanding community support services, promoting high standards of customer care, and ensuring efficient service delivery. You will record information on the care management system, participate in outreach work, and liaise with various council sections and external agencies. Furthermore, you'll maintain a good working knowledge of adult social care systems, identify safeguarding concerns, and adhere to council policies on equalities, diversity, and health & safety. Continuous personal development and participation in performance evaluations are also part of your duties.
Skills
- Knowledge of key adult social care services
- Understanding of data protection legislation
- Experience with customer enquiries in a busy public service
- Proficiency in Microsoft Office and online computer systems
- Ability to work within targets and timescales
- Strong problem-solving and customer-focused attitude
- Excellent verbal communication skills