About

• Suffolk County Council
• Address: Endeavour House, Ipswich, Suffolk IP1 2BX - Onsite
• Salary: £25,989 per annum (pro rata for part time)
• Hours: Up to 37 hours per week, flexible working options available
• Contract: Various (Fixed Term / Secondment until March 2026 and Permanent)
• Are you passionate about social care and making a difference in people's lives? Join our team as the first point of contact for social care enquiries in Suffolk?
• As an Independence and Wellbeing Advisor, you 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. This will include managing different contact channels to deal with a diverse range of individuals and queries.
• This is an excellent opportunity to gain experience and develop your knowledge in social care while supporting the community.
• Your role and responsibilities
• You will be responsible for providing exceptional customer service to a diverse range of individuals across various contact channels (telephone, email, webchat). This involves handling a high volume of enquiries, often complex and sensitive, while working towards specific targets.

You will be expected to

• effectively communicate with customers, actively listening and asking appropriate questions to understand their needs. Accurately identify the reason for contact and provide suitable advice or direct the enquiry to the correct team
• maintain accurate and up-to-date customer records within relevant systems. Ensure efficient data input and retrieval to support effective service delivery
• prioritise and manage multiple enquiries simultaneously. Promptly escalate urgent cases and transfer information to the appropriate teams as required
• provide accurate and helpful advice and guidance to customers, seeking clarification when necessary. Demonstrate empathy and understanding, particularly when dealing with vulnerable individuals
• contribute to a smooth handover between day and night services to maintain continuity of care for vulnerable adults, children, and families.
• You will need
• a passion for social care and a commitment to improving people’s lives
• strong communication and interpersonal skills
• good literacy and numeracy skills
• proficiency in using computer systems (e.g., Explorer, Chrome, Word, Excel, Outlook)
• a systematic approach to problem-solving
• demonstrable understanding of data protection and safeguarding legislation
• the ability to manage multiple tasks, prioritise effectively and meet deadlines
• confidence in making decisions under pressure.
• You can view a full list of requirements in the Job and Person Profile (Word). If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.
• The team
• Customer First works as a team to support one another, we work together to ensure a high standard of service is achieved. We have a variety of individuals within the team at differing stages in their careers and we can support career development opportunities.
• We will offer an in-depth training plan, both online and face-to-face. You will be supported by a mentor throughout the start of employment as well as a direct line manager. Team Leaders will be available at all times should you have any questions.
• Empowering Everyone
• We are big believers in potential, possibility and the power of different ideas. We are always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.
• For more information
• Please contact Katie Edwards for a casual conversation. You can reach them by emailing katie.edwards2@suffolk.gov.uk.
• If you want to apply for a secondment, read the secondment policy first. Make sure you get permission from your current manager before submitting your application.
• How to apply
• Step 1 - Read the Job and Person Profile (JPP) (Word).
• Step 2 - Click ‘Apply Now’ to start your online application.
• Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template.
• Tell me about a time you had to deal with a vulnerable or distressed customer. How did you handle the situation and what was the outcome
• Describe a time when you had to make a quick decision under pressure. What was the situation and what did you do
• Describe a situation where you had to manage multiple priorities or tasks. How did you stay organised and meet your deadlines?
• What does excellent customer service mean to you, and how do you ensure you deliver it consistently?
• Please note: Without a supporting statement, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format. If you would like an adjustment to this process due to a disability, please contact us at 03456 014412 or recruitment@suffolk.gov.uk
• We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We ask you to present your own work and ideas throughout the application process.
• If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing recruitment@suffolk.gov.uk or calling 03456 014412. If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process.
• Closing date: 11.30pm, 16 September 2025.
• This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Onsite