Customer Support Officer (Adult Social Care)

Why Southwark?

Do you want to be the first point of contact for adults seeking support in Southwark?

Can you use your communication and organisational skills to make a real difference in people's lives?

Do you enjoy working in a fast-paced environment where every interaction helps people access the right care and support?

If yes, we have the perfect role for you!

Our Rehab & Reablement Adult Social Care Service is looking for a passionate and dedicated Customer Support Officer to join our friendly and supportive team and help make a difference every day.

What You'll Be Doing

As a Customer Support Officer, you will play a vital role within our duty team, supporting managers, therapists, social workers, users of the service, carers and partner organisations. Working for Adult Social Care, you will help ensure people receive timely information, advice and access to appropriate services.

Key responsibilities include:

• Handling incoming emails, telephone calls and enquiries from users of the service, carers and professionals.
• Providing information, advice and signposting to appropriate services and community resources.
• Identifying safeguarding concerns, critical situations and urgent cases, escalating appropriately to senior colleagues.
• Maintaining accurate and timely records using Mosaic, Epic and other electronic systems.
• Supporting the effective delivery of Adult Social Care services through efficient administration and information management.
• Gathering information to support complaints, quality alerts and service improvements.
• Contributing to performance monitoring, reporting and data management processes.
• Undertaking training to use Adult Social Care, NHS and Council IT systems effectively.

What We're Looking For

We're looking for a confident, organised and customer-focused individual who can build positive relationships with a wide range of people and remain calm under pressure.

You will have:

• Strong communication and interpersonal skills, with the ability to engage sensitively with users of the service, carers, colleagues and partner agencies.
• Experience of delivering excellent customer service in a health, social care, administrative or similar environment.
• The ability to identify risk, recognise safeguarding concerns and escalate appropriately.
• Strong organisational skills with the ability to manage competing priorities and maintain accurate records.
• Confidence using IT systems, Microsoft Office applications and spreadsheets.
• The ability to gather, track and analyse relevant information relating to complaints, quality alerts and service enquiries.
• Excellent listening skills and the ability to explain processes and policies clearly, including Adult Social Care charging policies.
• A commitment to equality, diversity, inclusion and high standards of customer care.

You will join Intermediate Care Southwark (ICS), an integrated health and social care service made up of physiotherapists, occupational therapists, social workers, nurses, pharmacists and support staff.

Our focus is on Reablement, helping people maximise their independence, recovery and wellbeing following illness, injury or changes in circumstances. We are proud of our collaborative approach, supportive culture and commitment to professional development. Together, we make a meaningful difference to the lives of Southwark residents every day.

For detailed qualifications and requirements, please review the job description and person specification located at the bottom of the advert.

Contact Information

For an informal discussion about the role, please contact Wendy Patterson at wendy.patterson@southwark.gov.uk.

Additional Information

• Contract Type: Permanent
• Hours: Full-time, 36 hours per week, Monday to Friday. Office based role.
• Location: Southwark, London
• DBS: This post is subject to a DBS check.

Benefits and more information

https://jobs.southwark.gov.uk/why-us/

Recruitment Timeline

Advert close date: 11:59pm on 15th October

Shortlisting date: 27th October

Interview date: 10th and 12th of November

The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. We strongly advise you to complete your application as soon as possible to avoid disappointment.

We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together initiative. We particularly welcome applications from members of Black, Asian and ethnic minority communities to increase representation at senior management level in the Council.

Southwark Council will only contact candidates through official Council recruitment channels. We will not ask you to provide passport details, proof of address, National Insurance number, bank details or payment at application stage. These checks are only requested during onboarding after an offer of employment has been made. If you are unsure whether a communication you have received is genuine, please contact the Resourcing Team directly at recruitment@southwark.gov.uk before sharing any personal information.

Guaranteed Interview Scheme

As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role and identify with one of the following criteria:

• Members of the Armed Forces and veterans
• People who are currently in care or have previously been in care
• Disabled people and people with long-term health conditions

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