Adults Customer Advisors- Access Harrow

3 days ago

London, Greater London, United Kingdom Harrow Council Full time

Overview
London Borough of Harrow is looking for enthusiastic and dedicated Adults Customer Advisors- Access Harrow to join our Resources & Innovation Directorate within the Digital, Data & Customer Experience Division. This is a key frontline role, acting as the first point of contact for residents seeking advice and support from Adult Social Care services.

As an Adults Customer Advisor, you will handle enquiries across multiple channels including telephone, face‑to‑face, email, web forms and social media, ensuring that every interaction is polite, professional and focused on achieving positive outcomes. You will record information accurately, escalate cases to the appropriate teams when required, and work to resolve enquiries within agreed timescales.

This role is central to Access Harrow's commitment to resolving 80% of customer enquiries at the first point of contact. You will be trained to manage sensitive, complex and sometimes urgent situations, supporting vulnerable adults and their families with empathy and care. Using the "three conversations" model, you will help individuals identify their needs, strengths and aspirations, signposting them to local resources and services that promote independence and wellbeing.

About You
The Successful candidate will have:-

  • A minimum of three months experience working in an Adult Social Care call centre answering Adult Social Care calls.
  • The ability to deal sensitively with emotional and complex situations, using strength‑based responses.
  • Knowledge of local resources, preventative services, and community‑based support to provide effective advice and signposting.
  • Excellent organisational and administrative skills, with strong IT literacy in Microsoft Word, Excel, and Outlook.
  • Sound interpersonal skills with clear verbal and written communication, including the ability to interpret and present information coherently.
  • Experience managing enquiries from a wide range of people, including professionals, members of the public, and vulnerable adults.
  • An understanding of the diverse nature of Harrow's communities and the implications for Adult Social Care services.
  • Practical knowledge of the Care Act 2014 and experience supporting the needs of vulnerable adults.

Related Documents
For more information, please refer to the Role Profile/ Selection Criteria

  • Social Worker – Safeguarding Adults Team

    18 hours ago

    London, Greater London, United Kingdom Harrow Council Full time

    OverviewLondon Borough of Harrow's Adults Social Care Division is looking for a Qualified Social Worker to join their Safeguarding Adults Team.The post holder is required to provide a professional social work service in the following areas: enquiries (assessments/reviews) into allegations of abuse of a vulnerable adult and attendance at Planning Meetings and...

  • Social Worker – Safeguarding Adults Team

    6 hours ago

    London, Greater London, United Kingdom Harrow Council Full time

    OverviewLondon Borough of Harrow's Adults Social Care Division is looking for a Qualified Social Worker to join their Safeguarding Adults Team. The post holder is required to provide a professional social work service in the following areas: enquiries (assessments/reviews) into allegations of abuse of a vulnerable adult and attendance at Planning Meetings...

  • Head of Service

    3 days ago

    London, Greater London, United Kingdom Harrow Council Full time

    OverviewThe London Borough of Harrow is seeking an experienced and visionary Head of Service (Age Well), in our Adults and Public Health Commissioning Service to provide strategic leadership across health, social care and partnerships. This pivotal role will drive the development and delivery of integrated commissioning strategies, ensuring that resources...

  • Occupational Therapist Senior Practitioner

    1 week ago

    London, Greater London, United Kingdom Harrow Council Full time £40,000 - £70,000 per year

    OverviewLondon Borough of Harrow's Adult Social Care division are seeking an Occupational Therapist (OT) Senior Practitioner to provide advice and support to Occupational Therapists, OT Assistants and Trusted Assessors in the team on casework relating to adults and children with physical disabilities, in addition to the commissioning of services for the...

  • Commissioning Officer

    3 days ago

    London, Greater London, United Kingdom Harrow Council Full time

    OverviewThe London Borough of Harrow is looking for two motivated and enthusiastic Commissioning Officers to join its Adults and Public Health Directorate. This is an exciting opportunity to support the Strategy and Commissioning Division in delivering high‑quality services that make a real difference to the lives of vulnerable children, young people and...

  • Commissioning Officer

    2 days ago

    London, Greater London, United Kingdom Harrow Council Full time

    OverviewThe London Borough of Harrow is looking for a motivated and enthusiastic Commissioning Officer to join its Adults and Public Health Directorate. This is an exciting opportunity to support the Strategy and Commissioning Division in delivering high‑quality services that make a real difference to the lives of vulnerable children, young people and...

  • Care Manager

    5 days ago

    London, Greater London, United Kingdom Harrow Council Full time

    OverviewThe London Borough of Harrow is looking for a Care Manager to join the Adult Social Care Teams within the Health & Wellbeing directorate. The post holder will provide a fieldwork service to people and their carers ensuring that a strengths-based approach is used to empower the person /carer and connect them to their community. Identifying the needs...

  • Senior Practitioner

    5 days ago

    London, Greater London, United Kingdom Harrow Council Full time

    OverviewLondon Borough of Harrow is looking for a Senior Practitioner to join its CYADS (Children & Young Adults Disabilities Services).We are seeking someone who can support CYADS 0-25 service with strong knowledge on Care Act 2014 & Children's Act 1989. Furthermore, you will provide advice and support to Social Workers, Care Managers, and Social Care...

  • Assistant Site Supervisor

    2 days ago

    London, Greater London, United Kingdom Harrow Council Full time £12,744 - £13,511

    OverviewSchool Canons High SchoolAddress: Shaldon Road, Harrow, Middlesex, HA8 6ANWebsite: Assistant Site Supervisor - Part Time 2 days per weekSalary Range:    £12,744 to £13,511 per annum    Days required:   2 days per weekHours: hpw      Canons High School is a vibrant and dynamic multicultural school community in Edgware, NW London.  Our...

  • Brokerage Officer

    6 hours ago

    London, Greater London, United Kingdom Harrow Council Full time

    OverviewThe London Borough of Harrow is looking for a proactive and skilled individual to join its Adult Social Care team as a Brokerage Officer. This vital role supports the delivery of safe, secure, and high-quality placements for vulnerable adults and children, ensuring that each placement aligns with the outcomes identified in individual support...