Social Care Advisor

Job Description

Organisation: Leicestershire County Council

Work Location: Customer Service Centre, County Hall, Glenfield

Salary: £26,832 – £28,146 per annum (pro rata for part-time)

Working Hours: 37 hours per week on a rota basis worked between 8.30am and 5.30pm Monday to Thursday and 8.30am and 5pm on Fridays

Contract Type: Permanent

Closing Date: 19/03/2026

Interview Date(s): 14th, 17th & 21st April 2026

Do you want a job where you can improve the lives and wellbeing of the people of Leicestershire? Do you enjoy working in a fast-paced environment and are motivated by providing excellent customer service?

As a Social Care Advisor, you will be the first point of contact for all internal and external queries and will a play a crucial role in advising, guiding, and supporting customers. You will handle a high volume and variety of complex and emotive adult social care enquiries via inbound and outbound telephone calls and emails.

You will be required to manage your caseload of queries until resolution which may involve providing the required information yourself, signposting to relevant services, or a referral to the appropriate Council service. Where you identify that an individual may be at risk, you will quickly capture and escalation the necessary information for further action.

There will be individual and service performance targets that you will be required to meet however we will ensure that you receive the relevant training and on-the-job support to enable you to fulfil your role to the best of your ability.

To apply for this post, you must be able to evidence in your application how you meet the following criteria:

• Understand how to deliver excellent customer service and have experience of direct customer contact via the telephone and of using complex databases to record and retrieve customer information.
• Have fast and accurate keyboard skills with good attention to detail.
• Be able to identify and record critical information and demonstrate quick thinking and problem solving.
• Have experience of working effectively as part of a team and on your own initiative.
• Have excellent communication skills including the ability to demonstrate tact, diplomacy, and empathy.
• Be able to remain calm and deal effectively with a pressurised workload.
• Understand the importance of identifying and effectively managing risk.

This post is covered by Part 7 of the Immigration Act (2016) and therefore the ability to speak fluent English is an essential requirement for this role.

In addition, we also expect you to share our commitment to our values and to delivering accessible and inclusive services which meet the needs of all of our residents. You will be asked to demonstrate your understanding of these commitments as part of the selection process.

Reasonable adjustments will be considered for applicants with a disability. We are a Disability Confident Employer.

We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

Name and job title:
Rhiannon Watts, Team Leader

Telephone:

Email:

At Leicestershire County Council we’re looking for top talent from all walks of life. Whoever you are, wherever you’re from, and whatever your background - we care about what you bring to our organisation, not just what’s on your CV. That’s why we’ve designed a recruitment process that’s fair, accessible, and focused on potential. And with benefits that support people at every age and stage of life, we make sure you can thrive - both personally and professionally.

If you share our passion to make a difference for the people of Leicestershire, we’d love to hear from you. Click the apply button to submit your application, ensuring that you upload a supporting statement that explains how you meet the criteria…