Social Care Customer Service Officer

2 days ago

Oxford, Oxfordshire, United Kingdom 4Recruitment Services Full time £17,000 - £35,000 per year

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

Working Pattern: Tuesday and Wednesday hybrid requirement

About the Role

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.

Key Requirements:

  • Strong understanding of adult safeguarding processes with the ability to identify concerns and act promptly
  • High level of emotional resilience when dealing with distressing or high-pressure situations
  • Excellent communication skills with the ability to simplify complex information
  • Confidence in navigating and switching between multiple health and social care databases
  • Empathy, patience, and the ability to maintain professional boundaries
  • Ability to interpret complex reports from emergency services and respond appropriately
  • Sound judgment and the ability to remain calm, clear, and decisive

Additional Information:

This role involves regular exposure to sensitive and sometimes difficult information, including ambulance and emergency response reports. Applicants must demonstrate strong safeguarding knowledge and the resilience required to manage emotionally challenging material while maintaining professional standards.

Why This Role Matters:

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.

To find out more information please contact Lily at

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.

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