Customer Service Officer-Adult Social Care (Contact Centre)

Customer Service Officer-Adult Social Care (Contact Centre) 150 150 tcl-admin
Customer Service Officer-Adult Social Care (Contact Centre)
Wembley, London
Contract / Temporary

Brent 5224262

Posted: 22nd February 2023 11:29
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  • Pay Rate:

    £16.09 per hour PAYE

  • Hours per Week:

    36, Monday – Friday, normal working hours

  • This opening assignment is for 9 months

  • Wembley, London,

    HA9 0FJ

What's involved with this role:

Temporary Customer Service Officer - Adult Social Care (Contact Centre)

Reference no: Brent 5224262

Pay Rate: £16.09 per hour PAYE

Role Length: This opening assignment is for 9 months

Hybrid role.

A Customer Service Officer is needed to take calls and emails for Adult Social care, undertaking a level of screening and then decide on the best course of action for a resident.

You will also help residents and health professional to signpost to other organisations where necessary. 

Key responsibilities:

  • Provide customers and other stakeholders, first contact resolution for up to seven service area enquiry types via phone, email, webchat, and social media channels.
  • Provide a prompt, efficient and professional service and always demonstrate the highest standards of customer care.
  • 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.
  • Take ownership and appropriate action to resolve complex and detailed enquiries within agreed levels of empowerment 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.
  • Respect and understand the individual needs of customers and arrange appropriate support to ensure fair and equal access to services, including necessary translations or interpretation skills.
  • Effectively manage challenging customer interactions with tact, diplomacy, sensitivity, and empathy, with due regard for staff and customer safety.


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


  • 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 and channels.
  • Knowledge of providing a customer focussed advice, information, enquiry, transactions, and complaints handling service covering a broad range of enquiry types.
  • Knowledge of the various self-help channels that support customer service delivery such as websites, online forms, web chat and social media.

Skills, Knowledge / Technical skills:

  • Strong customer care skills and an ability to show empathy.
  • Excellent fact-finding ability.
  • Able to pick up new ways of working quickly.
  • Ability to effectively resolve complex customer enquiries, requests, complaints or transactions and deal with a high volume of customer contact via various access channels and to work with a high degree of independence and accuracy.
  • 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.
  • Able 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.
  • The ability to relate to and understand the needs of a diverse range of people and to proactively seek solutions for their needs e.g., linguistic or disability.
  • Ability to effectively navigate and interpret a range of IT systems and applications to log, process and resolve customer enquiries and transactions.
  • Well organised, systematic and calm in approach, and able to work flexibly and effectively as part of a team by co-operating and supporting colleagues in the workplace


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 us know and we can send you some additional information for clarity.

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

Submit Your Application

Thank you for your interested in this job. Please use the form below to apply.

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If you do not have a CV available right now, please click the "No CV?" button above and we will email you a reminder to add your CV to, when you can.

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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 5224262
Customer Service Officer-Adult Social Care (Contact Centre)
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 5224262
Customer Service Officer-Adult Social Care (Contact Centre)
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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