Job title: Customer Support Adviser

Job location: Any Care Inspectorate office    

Responsible to: Customer Support Officer

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Principal working contacts

• Transactions Manager
• Customer Support Officer
• Business Improvement Manager
• Lead Tester & Release Manager
• ICT Development Team
• Managers and employees of the Care Inspectorate
• External agencies/service providers/service users and carers
• Members of the public

Job purpose

To answer incoming calls to the organisation, respond to enquiries and questions, pass callers on to appropriate colleagues when necessary, provide information and undertake general administrative duties, in accordance with the Care Inspectorate’s policies and procedures.

Key responsibilities

• To answer all incoming telephone calls and deal with by either responding to query, appropriate transfer, taking a message or follow-up and return call.
• To take complaints from members of the public and log them in our Complaints application.
• Research requiring information using available resources.
• Provide callers with information as appropriate, within own remit of responsibility.
• Identify and escalate priority issues.
• Record call information accurately and appropriately.
• Produce call reports and/or information as requested.
• Attend meetings as required.
• Distribute information within the Care Inspectorate and to service users, carers, service providers and other external agencies as required.
• Carry out your duties in accordance with our Health and Safety policies, procedures, guidance, practices and legislative requirements, taking reasonable care for your safety and that of others who may be affected by what you do or fail to do while at work