Job Description

Job Details:
Job Reference: HCC621906
Salary Range: 25,186 - 26,244 pro-rata, per annum (actual salary 16,098 - 16,775 per annum)
Work Location: Fareham Parkway, Fareham
Hours per week: 23.65
Contract Type: Permanent
Closing Date: 5 October 2025
An exciting opportunity has arisen for a Service Advisor to join our Out Of Hours team at Hampshire County Council.
Are you looking for a challenging and diverse role working as part of a friendly and supportive team, with an opportunity to make a real difference?
The Role:
Provide the first point of contact for telephone callers and electronic referrals to Children's and Adult Services. This will involve providing information or advice, arranging for delivery of prescribed services or passing the caller to the appropriate person or team for a comprehensive need assessment.
Please note, our office base is currently in Fareham but will be moving to Havant.
What you'll do:

• Screening all incoming calls & electronic requests to the service, identifying the needs of the caller/requester and determining the most appropriate response in consideration of Childrens and Adult Services policies and protocols.
• Providing advice regarding social care services by quickly and accurately looking up information and conveying details of other sources of assistance
• Taking, recording and passing on accurate messages or connecting the calls
• Making an assessment to ascertain callers eligibility for a social care service using category guidelines.
• Ensuring that services are provided, either directly at the point of service desk or via other service areas according to the clients need.
• Managing the necessary levels of escalation where appropriate response has not been received, including advising management of any problems
• Logging and ensuring "ownership" of complaints regarding the service provided.
• Taking referrals from callers and ensuring they are given the correct priority
• Sharing knowledge and experience with other team members to contribute to service improvements. Training new members of staff.
• Undertaking personal training as identified by team and individual assessment regarding knowledge, technical and interpersonal skills to ensure that callers received a service of the highest quality.

What we're looking for:

• Ability to communicate fluently, clearly and concisely on the telephone and in writing.
• Very good listening skills and ability to adopt the right balance between empathy, efficiency and professionalism. Capability to control the call if necessary
• Experience in using telephone technology as means of service delivery
• Awareness and practice of H&S, equalities issues and anti- discriminatory practices.
• Evidence of ability to work effectively whilst under pressure.
• Self-motivated and reliable. Ability to work as a part of the team and build working relationships with colleagues.
• Must be able to cover evening, weekend and bank holiday working hours
• Understanding of Childrens and Adults Services would be an advantage.

Why join us?
Comprehensive induction programme with all necessary training.
Our includes details of the holiday entitlement, pension scheme, and interest free travel loans and discounts. We offer a flexible, motivating and inclusive workplace. We have created an environment that you can look forward to being a part of, where you are empowered to be your best and a workplace built on teamwork where people can grow and develop in their roles.
As this is a 24/7 service, you'll be required to work a shift pattern. Your working pattern will include weekends and a variety of shifts including early, late, and bank holidays for which enhancements will be paid in line with the Hampshire County Council salary policy.
Hampshire County Council is recognised nationally as one of the highest performing local authorities in the UK. A modern, forward-looking local authority, it offers a pleasant, supportive, and collaborative working environment.
Hampshire County Council is also a flexible employer interested in making the most of your skills and offers a great work life balance.
Additional Information:
Service Advisor - Out of Hours
Vetting Requirements:
This post is subject to a Criminal Records Check. As such, please note that under safer recruitment requirements for Children's Services, references will be requested prior to interview.
Contact Details for an Informal Discussion:
Laura Ward, Business Support Manager on or 01329 282353
Hampshire County Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. We will ensure that all our recruitment and selection practices reflect this commitment.
In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Requirement (GOR) applies.
We are a Disability Confident Employer - committed to ensuring that our recruitment and selection process is inclusive and accessible.

Skills Required