Job Introduction
My job improves the quality of life for the people of Bournemouth Christchurch and Poole by supporting frontline services in the use of a case management system that ensures children and vulnerable adults are protected and supported.
IT & IS are recruiting a first line support officer, supporting our Mosaic social care case management system. The role is a fixed term to cover maternity leave.
You will be familiar with social care practice and have experience of providing first line support to social workers, with good attention to detail and customer service. You will engage and communicate at all levels of the organisation and different departments, to ensure that the service meets the needs of the business, both in terms of support.
This is an exciting opportunity to join a large, diverse ICT department who are supporting the transformation of one of the largest Unitary Authorities in the UK. It will present excellent opportunity to expand your skills across a range of different areas.
For an informal discussion please contact Edward Hodgson-Egan, Mosaic Service Specialist on 01202 123936 or e-mail Edward.hodgson-egan@bcpcouncil.gov.uk.
Job Overview
Support BCP staff across Adults and Children, Young People & Families teams in the use of the Mosaic Case Management System (CMS). Working as part of a team to deliver a first line support desk service, logging and resolving incidents and service requests.
Key Responsibilities
- To Provide a first point of contact for Mosaic Workers, ensuring all support requests are dealt with quickly and efficiently, in line with standards and procedures
- Triaging incoming requests and incidents and recording them using the appropriate system
- Identifying and completing appropriate resolutions.
- To provide information to Mosaic workers regarding change controls and service interruptions, using the most appropriate communication channels.
- To actively contribute to and maintain the integrity of the client database within Mosaic CMS and to update the database with information gained during calls.
- To ensure data protection and data quality and governance is adhered to at all times
Actively identify common and repeat issues and advise the support desk lead
Specific Qualifications and Experience
- ITIL foundation (desirable)
- Customer Service Experience
- Experience of using case management systems in a support desk environment
Personal Qualities & Attributes
- Highly organised, capable of handling multiple tasks simultaneously
- High level of resilience and calm under pressure
- Excellent customer service skills
Job Requirements
- DBS check
About BCP Council
BCP Council provides services to a diverse community of 400,000 residents and employs more than 5,000 people. Our area includes over 15 miles of beautiful world-renowned coastline. We can offer career defining roles to transform and improve services. By working with us, you can help deliver a vision of a thriving, word-class, prosperous and inclusive place for generations to come.
Our Benefits
We offer an excellent benefits package for further details see here
As a result of the creation of BCP Council in 2019, we are working on simplifying our terms and conditions of service and will be creating a single pay structure which is to be applicable for all employees. It is important to us that we offer benefits that our colleagues value as part of their total employment package and we are reviewing these to make sure we have it right. We are in the process of establishing a timescale for implementation and colleagues joining us will be included in these changes. Expected to be in place 2024.
DBS
BCP Council is committed to safeguarding and promoting the welfare of the community and expects all staff and volunteers to share the same commitment. Applicants to this post will be required to complete the appropriate level of Disclosure & Barring Service Check. Please refer to the Job Description or Role Profile for more details.
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