Specialist Customer Service Officer

Specialist Customer Service Officer

About the Role

We are looking for a compassionate and customer-focused Specialist Customer Service Officer to join a busy and supportive team. Acting as the first point of contact for adult social care enquiries, you will play a key role in supporting members of the public, partner agencies, and vulnerable individuals across Oxfordshire.

This is a varied and rewarding position where no two days are the same. You will handle enquiries via phone, email, and digital channels, helping people access the support and services they need.

Key Responsibilities

• Act as the first point of contact for adult social care enquiries

• Handle calls and communications from the public and partner agencies (including emergency services and medical professionals)

• Carry out initial assessments and arrange appropriate support, including disability aids

• Identify and process safeguarding concerns and referrals

• Manage emergency service reports and escalate where required

• Provide guidance and signpost customers to relevant services

• Accurately update and maintain records across multiple systems

• Manage a high volume of enquiries while maintaining excellent service standards

About You

You will be a confident communicator with a genuine passion for helping people, particularly those who may be vulnerable or in distress.

Essential Skills & Experience:

• Previous customer service experience (including handling difficult conversations)

• Excellent communication skills - both written and verbal

• Ability to remain calm and professional under pressure

• Strong organisational skills and ability to manage multiple enquiries

• Good IT skills, including Microsoft Office and database systems

• Ability to make decisions and know when to escalate complex cases

Desired

• Experience within social care or working with vulnerable individuals

• Knowledge of case management systems (e.g. LiquidLogic)

• Understanding of relevant legislation such as the Care Act 2014

What We Offer

• Flexible and hybrid working options

• Ongoing training and development opportunities

• A supportive and inclusive team environment

• The opportunity to make a real difference in your community

Additional Information

• Basic DBS check required

• Ability to travel across the county when required

• This role involves working with vulnerable adults and handling sensitive information

Hybrid working set up - 1 - 2 days per week onsite in Oxfordshire

£17.85 per hour paid weekly

If you're looking for a meaningful role where you can truly help others and build a career in social care, we'd love to hear from you- Please apply if this role is of interest or call Gemma for more info on 01869 321 322

Vibe Recruit is acting as an Employment Business in relation to this vacancy.