Role Overview The Lincolnshire Carers Service provides information, advice and support to unpaid carers across Lincolnshire. Support can take many forms including in relation to accessing support groups, employment and volunteering opportunities, Benefits and grants, emergency planning, Statutory Carers Assessments Key Responsibilities Main duties and responsibilities Provide an exceptional customer service experience to all Carers that reach the Customer Service Centre, regardless of contact method (Telephone, Email, E-referrals, Chat) Using your knowledge and judgement, ensure all contacts are dealt with proportionately and in accordance with relevant legislation, policies and procedures (e.g., the care act / framework and safeguarding) and keep up to date with legislation changes as required Through effective call control and a strength-based methodology gather the required information showing empathy and understanding to the carers concerns, whilst recording accurately on the appropriate IT systems Providing solutions and problem solving for the carer using a strength-based approach Provide relevant and accurate information and guidance to support the Carers to maintain their unpaid caring role whilst balancing their own quality of life Identification of need for and production and updating of Carers Emergency Response Plans Undertake follow up calls to confirm information and advice provided has been successful and provide appropriate outcomes Ensure ..... full job details .....