Specialist Customer Service Officer

Description

Specialist Customer Service Officer

About the Role

We are looking for a compassionate and customer-focused Specialist Customer Service Officer to join a busy and supportive team. Acting as the first point of contact for adult social care enquiries, you will play a key role in supporting members of the public, partner agencies, and vulnerable individuals across Oxfordshire.

This is a varied and rewarding position where no two days are the same. You will handle enquiries via phone, email, and digital channels, helping people access the support and services they need.

Key Responsibilities

Act as the first point of contact for adult social care enquiriesHandle calls and communications from the public and partner agencies (including emergency services and medical professionals)Carry out initial assessments and arrange appropriate support, including disability aidsIdentify and process safeguarding concerns and referralsManage emergency service reports and escalate where requiredProvide guidance and signpost customers to relevant servicesAccurately update and maintain records across multiple systemsManage a high volume of enquiries while maintaining excellent service standardsAbout You

You will be a confident communicator with a genuine passion for helping people, particularly those who may be vulnerable or in distress.

Essential Skills & Experience:

Previous customer service experience (including handling difficult conversations)Excellent communication skills - both written and verbalAbility to remain calm and professional under pressureStrong organisational skills and ability to manage multiple enquiriesGood IT skills, including Microsoft Office and database systemsAbility to make decisions and know when to escalate complex casesDesired

Experience within social care or working with vulnerable individualsKnowledge of case management systems (e.g. LiquidLogic)Understanding of relevant legislation such as the Care Act 2014What We Offer

Flexible and hybrid working optionsOngoing training and development opportunitiesA supportive and inclusive team environmentThe opportunity to make a real difference in your communityAdditional Information

Basic DBS check requiredAbility to travel across the county when requiredThis role involves working with vulnerable adults and handling sensitive informationHybrid working set up - 1 - 2 days per week onsite in Oxfordshire

16.35 per hour paid weekly

If you're looking for a meaningful role where you can truly help others and build a career in social care, we'd love to hear from you- Please apply if this role is of interest or call Gemma for more info on (phone number removed)

Vibe Recruit is acting as an Employment Business in relation to this vacancy.

Ad ID: 5418436894