Customer Service Officer / Admin – Adult Social Care

Customer Service Officer / Admin – Adult Social Care 150 150 tcl-admin
Customer Service Officer / Admin – Adult Social Care
WEMBLY, London
Contract / Temporary

Brent 5218751

Posted: 31st October 2022 10:15
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  • Pay Rate:

    £13.39 per hour PAYE

  • Hours per Week:

    36 Monday – Friday, normal working hours

  • This opening assignment is for 2 months

  • WEMBLY, London,

    HA9 0FJ

What's involved with this role:

Temporary Customer Service Officer / Admin – Adult Social Care

Reference no: Brent 5218751

Pay rate: £13.39 per hour PAYE

The role is to provide customers with a first class resolution by answering calls and emails from the general public, other health professionals and care providers. This is a small team with a high work ethic. All work and contact is dictated by the Care Act 2014 and the client is in the heart of any discussions undertaken.

Key responsibilities:

  • Provide a professional first point of contact and to work effectively and professionally with internal and external colleagues to resolve customer enquiries, complaints and transactions covering a range of up to six specialist Council services.
  • Take ownership and appropriate action to resolve enquiries within agreed levels across a range of channels including phone, email, web chat and social media.
  • Promote, encourage, educate and support customers to confidently access services via alternative channels to reduce service demand and support channel migration.
  • Efficiently and effectively search, utilise and update a range of databases and IT systems accurately to resolve customer enquiries, award discounts, process payments, log complaints and handle transactions in accordance with protocols for data entry and compliance.
  • Effectively manage challenging customer interactions with tact, diplomacy, sensitivity and empathy, with due regard for staff and customer safety.
  • Keep up to date with legislative, policy and procedural changes in order to deal effectively and efficiently with customer enquiries, complaints or transactions.
  • Work effectively both individually and as part of a team to ensure a quality service is provided to customers in a continually changing environment and to proactively share and contribute ideas to support continuous service improvement.


“Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

Skills & Experience:

  • Experience of working in the Adult Social Care arena.
  • Experience of providing a customer-focused service in a demanding, fast paced customer service environment including areas requiring the application of discretion or judgement.
  • Experience of effectively resolving enquiries covering a range of enquiry types delivered through channels including phone, email, web chat and social media.
  • Knowledge of providing a customer focussed advice, information, enquiry, transactions and complaints handling service covering a broad range of enquiry types.
  • Ability to demonstrate empathy and a willingness to help.
  • Ability to effectively resolve complex customer enquiries, requests,
  • complaints or transactions and deal with a high volume of customer contact via various access channels.
  • Strong communication skills - written and spoken.
  • Able to deal politely, efficiently and courteously with a wide range of individuals, ensuring they feel supported, listened to, welcome and confident in the handling of their enquiry.
  • Ability to deal sympathetically with distressed, agitated, confused or irate customers.
  • Ability to effectively listen and to interpret a range of different legislations and procedures and clearly explain the information to customers verbally and in writing.
  • Minimum of 12 months recent experience in a similar role, or context and ideally within a public sector organisation.
  • Strong IT skills using Microsoft packages or equivalent (e.g. G Suite) and the ability to pick up new systems quickly.


NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates.   If you wish to understand PAYE vs Umbrella more, please let me know and we can send you some additional information for clarify.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

  1. Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.
  2. Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
  3. Your availability to work either immediately, or at short notice.
  4. Please refer to the Role Requirements section above - your CV must address the requirements listed.


Other preferable/desirable details to include on your CV, if applicable:

  1. Any local authority/public sector experience
  2. Any relevant qualifications held or being studied for.



Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

Give yourself the best chance of success - View our CV Tip

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: Brent 5218751
Customer Service Officer / Admin – Adult Social Care
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.

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If you do not have a CV available right now please use this form to send yourself a reminder. When your CV is available, simply click the link in the email or alternatively reply to that email with your attached your CV.

Job Ref: Brent 5218751
Customer Service Officer / Admin – Adult Social Care
Client Category: Local Authority

CV Tips

Your CV needs to be current with your most recent role. We won’t be able to submit it with any unexplained gaps in employment. It will save time and improve your chances of success if we can put your CV forward immediately without having to ask for revisions.

Your CV must cover the “Essential Requirements” of the role. Ideally you will address the “Essential Requirements” on each job description page directly, in a bullet point list. Please include any DBS details and other qualifications called for.

Your CV should clearly state that you are available to start work either immediately, or at short notice. In general, our clients are unable to work with notice periods of more than 1 week from the point at which a role is offered, 2 weeks at the very most.

We do not put forward covering letters, so please ensure that your CV in contains all relevant information being called for.

We recommend that you consider sending us a CV suitably tailored CV for each role that you apply for. Job board aggregator sites will generally store only one version of your CV, which can be a bit limiting, so this is to your advantage.

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