Customer Service Officer

Description:

The Integrated Front Door (IFD) is the first point of contact for enquiries and referrals relating to children and young people made by professionals, families and the public.

The IFD brings together the Multi-Agency Safeguarding Hub (MASH) and Early Help Hub in one place to facilitate early, better quality information sharing, analysis and decision-making to safeguard children, young people and families more effectively.

Our Children’s Advisors are the first point of contact within the Integrated Front Door (MASH) of Bradford Childrens and Families Trust managing our advice line, taking referrals and recording on Liquid Logic - Early Help Case Management System and completing checks on children and families.

The Childrens Advisors role harnesses the conversational approach adopted by the Integrated Front Door

Referral and Advice Lines ensure professionals and members of the public can share concerns and seek advice via telephone, designated mailbox and portal around Children within the Bradford District.

Key Responsibilities

• To work as part of a multi skilled team completing various tasks, primarily dealing with new telephone and email contacts, providing a knowledgeable and personal enquiry service to Trust partners, professionals and the public who wish to make Safeguarding referrals, delivering service for the Integrated Front Door
• To co-ordinate incoming information requests from Calls and Emails and raise the contacts.
• Responsible for ensuring data quality and as such the integrity of management information through the proper use and safekeeping of data and record systems.
• Responsibility for safeguarding the welfare of children and young people through accurate data entry.
• To contribute to the review and development of operational procedures in conjunction with the Social Workers and Management Team.
• To maintain a detailed knowledge of all relevant Legislation and Policies such as GDPR
• To handle and manage personal, sensitive and confidential information.

About You

• We are looking for applicants who can demonstrate that they meet the following requirements:
• Use a range of complex IT packages relating to area of work including Microsoft Packages and internal and external information systems.
• 12 months telephony experience
• 12 months previous administrative experience
• Ability to adopt a process of continual improvement and suggest ways of working more efficient and effectively to improve service delivery.
• Able to work as part of a team across a large service area and adapt to areas of increased demand
• Excellent communication and customer service skills at all levels
• Excellent attention to detail