First Point of Contact (FPOC) Customer
Contact Adviser

PAY SCALE Grade 7

CONTRACT Permanent

TYPE

LOCATION Guildhall, Frankwell Quay, Shrewsbury,
England SY3 8HQ.

CLOSING DATE 14th December. This may close earlier if we
have high number of applications.

Our vision is - Shropshire living the best life.

Shropshire Council is a unitary authority which serves the rural county of Shropshire.
One of the most important things about working here is the knowledge that you're
working to help others and the real sense of achievement and purpose that brings.

The people of Shropshire are rightly proud of their county's assets, its natural beauty,
its history, its diverse economy, its vibrant culture.

Join Our Team and Make a Real Difference

Are you passionate about supporting others and making a difference?

We are seeking a dedicated First Point of Contact Adviser to join our dynamic team in
Customer Services.

In this vital role, you will handle initial enquiries from individuals seeking support or
advice about Adult and Children's social care, including safeguarding calls and emails.
You will deal with these calls sensitively and in the strictest confidence, ensuring
customers get the right help and support as quickly and easily as possible.

You will be dealing with a wide range of enquiries related to Adult and Children's
social care. Your responsibilities include accurately gathering and verifying facts,
assessing situations to determine the most appropriate course of action, and using
your initiative, listening, and analytical skills to ensure urgent calls are prioritised and

Shropshire Council Job Advert - 2025 v3.0

transferred to relevant teams swiftly. Liaising with Social Workers, external partners,
and provider organisations will be central to your role, as well as utilising internal
resources to provide effective solutions.

Please note This role is heavily calls-based. Some calls can be upsetting, as we
receive calls from customers who may be distressed. Please do not apply if you feel
these calls will be triggering for you to deal with.

Benefits

We value our employees and offer staff rewards and plenty of opportunities for
personal development, apprenticeships and career progression including:

Generous annual leave commencing at 28 days increasing with service to 33
days (pro rata for part time). With additional annual leave purchase policy.
Access to a benefits platform with a wide range of retail discounts and salary
sacrifice schemes (cars, bikes, AVCs)
Employer contribution Pension Scheme Shropshire County Pension Fund
Supportive carers and parental policies (maternity, paternity, adoption leave,
special leave)
Many opportunities for flexible and agile working, we offer a hybrid model of
working to promote flexible working around personal and family commitments.
Access to counselling and occupational health services
Staff networks

How to apply

We would love to get to know you more so please give us a call if you would like to
discuss this role or our team. You can contact us on 01743 258439 and ask for Clare
Mobberley or Joanne Mckay

When you are ready to apply, you will need to complete the online application form
detailing what you can bring to the role which is outlined within the job description and
how you meet the job requirements within the person specification.

We look forward to hearing from you!

Shropshire Council Job Advert - 2025 v3.0

Shropshire Council

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First Point of Contact Adviser