Essential Duties and Responsibilities • Respond to service user enquiries, maintain accurate service user records, and escalate issues when necessary • Identify and address safeguarding concerns promptly and effectively • Meet customer service standards and performance goals • Respond to difficult and sensitive cases with empathy, patience, and resilience • Resolve service user issues proactively, calmly, and professionally • Offer guidance, tailored recommendations, and signposting to Service Users • Follow established processes and adjust to evolving procedures • Manage confidential information with strict adherence to data protection standards • Proactively seek and address feedback to drive continuous improvement in role. Qualifications and Experience • Experience performing under pressure and handling demanding situations whilst staying calm and patient • Experience maintaining high levels of accuracy and attention to detail in all tasks • Experience collaborating with diverse teams to achieve common goals • Ability to solve complex problems and deliver solutions in a timely manner • Experience managing multiple tasks efficiently, ensuring deadlines are met and quality is maintained • Ability to resolve conflict, ensuring a positive outcome • Ability to work independently, demonstrating initiative and good decision-making skills • Strong written English skills to accurately input and record service user information. Desirable • Experience working with service users ..... full job details .....