Social Care Customer Service Officer Pay: £17.29 per hour
Contract: Initial 3-month contract, starting ASAP
Location: Hybrid (County Hall, Oxford) – 1–2 days per week onsite
Tuesday and Wednesday hybrid requirement
We are seeking a Specialist Customer Service Officer to act as the first point of contact for adult social care enquiries. This critical role involves engaging with the public and liaising with partner agencies including medical professionals, police, and fire and rescue services. You will handle complex and sensitive information such as emergency service reports, safeguarding referrals, bed leaver reviews, and assessments for disability aids. You will also provide signposting to relevant Oxfordshire services in line with the Oxfordshire Way. The post requires confident navigation of multiple health and social care systems to ensure accurate, timely, and effective service delivery.
The role demands strong communication skills, with the ability to explain complex information clearly across phone, email, web, and face-to-face channels. Professionalism, patience, and emotional resilience are essential, especially when supporting individuals who may be distressed, vulnerable, or facing challenging circumstances.
Strong understanding of adult safeguarding processes with the ability to identify concerns and act promptly
Confidence in navigating and switching between multiple health and social care databases
Ability to interpret complex reports from emergency services and respond appropriately
Applicants must demonstrate strong safeguarding knowledge and the resilience required to manage emotionally challenging material while maintaining professional standards.
As the first point of contact for many individuals in vulnerable moments, you will play a vital role in upholding dignity, safety, and respect within Oxfordshire’s adult social care services. Your ability to combine empathy with practical decision-making will directly influence the quality of support people receive at a critical time.