- Suffolk County Council
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Address: Endeavour House, Ipswich, IP1 2BX, Onsite working
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Salary: £25,989 per annum (pro rata for part time)
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Hours: Up to 37 hours per week, flexible working options available
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Contract: Permanent, 6 positions
At Suffolk County Council, collaboration is at the heart of everything we do.
As an Independence and Wellbeing Advisor within Customer First, you will play a vital role in supporting our communities, safeguarding vulnerable people, and delivering services that make a real and lasting difference. This is an office-based role at Endeavour House, Ipswich.
Reimagine the possibilities.
Your role and responsibilities
As an Independence and Wellbeing Advisor, you’ll be the first point of contact for social care enquiries relating to Suffolk residents.
These may include:
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adult social care
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mental health referrals
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signposting to partner agencies.
You will manage a variety of contact channels-including telephone, webchat, email, and online referral forms-to provide clear information, practical advice, and timely referrals to the appropriate teams. As this Customer First is a call centre you will be completing repetitive incoming phone work whilst simultaneously taking notes on a computer.
Your responsibilities:
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communicating effectively with customers by actively listening, asking the right questions, and understanding their needs
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liaising with a wide range of professionals including police, schools, ambulance services, and other agencies
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working collaboratively within a supportive team to deliver excellent customer service
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providing accurate advice and seeking clarification where required
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demonstrating empathy and sensitivity, especially when supporting vulnerable individuals
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maintaining accurate, up-to-date records to ensure the best possible service delivery.
This role is an excellent opportunity to develop your knowledge of social care while making a meaningful contribution to the Suffolk community.
What you will need
We are looking for someone who brings:
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a genuine passion for social care and improving people’s lives
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resilience and confidence in decision‑making
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effective communication and interpersonal skills
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good literacy, numeracy, and IT skills (Explorer, Chrome, Word, Excel, Outlook)
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a logical, methodical approach to problem‑solving
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an understanding of data protection and safeguarding responsibilities
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the ability to multitask, prioritise effectively, and meet deadlines
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flexibility and willingness to learn through ongoing training.
You can view a full list of requirements in the Job and Person Profile (Word). If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.
The team
Customer First is the central point for all social care enquiries across Suffolk. We are proud to be part of a wider service that protects, supports, and empowers people in need.
What you can expect:
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a supportive team environment where colleagues work together to share knowledge and expertise
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a diverse team with varied backgrounds and experience
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comprehensive training-both online and face‑to‑face-to help you grow into the role
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a dedicated mentor and consistent support from your line manager.
If you are ready to join a collaborative, service‑driven team and make a meaningful impact, we would love to hear from you.
Empowering Everyone
We are big believers in potential, possibility and the power of different ideas. We are always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.
For more information
Please contact Sian Alexander (she/her) for a casual conversation. You can contact them by either emailing [email protected] or calling 01473 296550.
How to apply
Step 1 - Read the Job and Person Profile (Word).
Step 2 - Click ‘Apply Now’ to start your online application.
Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template (Word).
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Tell me about yourself and what has led you to apply for this role at this time in your career?
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Tell me about a time you had to deal with a vulnerable or distressed customer. How did you handle the situation and what was the outcome.
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Describe a situation where you had to manage multiple priorities or tasks. How did you stay organised and meet your deadlines?
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What does excellent customer service mean to you, and how do you ensure you deliver it consistently?
Step 4 - Upload a CV (without name and personal details).
Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.
For guidance on completing your application, please see our How to Apply page.
We value authentic applications that showcase your genuine skills and experiences, so we encourage you to present your own work and ideas throughout the process. You can also read our Using AI in Your Application and Interview guidance to understand acceptable and unacceptable use of AI. If AI is used inappropriately, your application may not be progressed.
Do you need any reasonable adjustments to help you to apply? If you are disabled and/or have additional support needs, you can request reasonable adjustments. You can do this by contacting our Recruitment Team by either emailing [email protected] or calling 03456 014412. You can find examples of possible adjustments on our Reasonable Adjustment pages. If you're invited to the next stage, you’ll have another chance to request adjustments.
Closing date: 11.30 pm, 26 August 2026.
Promoted as SPJ (Standard Plus Job) on Suffolk Jobs Direct.
This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Onsite
As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.
In return, you’ll enjoy:
- up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
- membership of a competitive Local Government Pension Scheme (LGPS)
- travel, lifestyle, health and wellbeing benefits
- performance-related annual pay progression, in addition to an annual cost-of-living pay increase
- training and encouragement to expand your knowledge
- a variety of career development opportunities across our organisation
- diverse and active staff networks
- flexible working options, with the right to request flexible working from your first day
Plus lots more!
If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk).
