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 enquiries
Handle 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 aids
Identify and process safeguarding concerns and referrals
Manage emergency service reports and escalate where required
Provide guidance and signpost customers to relevant services
Accurately update and maintain records across multiple systems
Manage a high volume of enquiries while maintaining excellent service standards
About 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 verbal
Ability to remain calm and professional under pressure
Strong organisational skills and ability to manage multiple enquiries
Good IT skills, including Microsoft Office and database systems
Ability to make decisions and know when to escalate complex cases
Desired
Experience within social care or working with vulnerable individuals
Knowledge of case management systems (e.g. LiquidLogic)
Understanding of relevant legislation such as the Care Act 2014
What We Offer
Flexible and hybrid working options
Ongoing training and development opportunities
A supportive and inclusive team environment
The opportunity to make a real difference in your community
Additional Information
Basic DBS check required
Ability to travel across the county when required
This role involves working with vulnerable adults and handling sensitive information
Hybrid working set up - 1 - 2 days per week onsite in Oxfordshire
£17.85 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