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. • Deliver information services across multiple channels (telephone, online, email, and live chat). • 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 accur