Location
Southwark, London

Hours
Full-time, 36 hours per week, Monday to Friday. Office based role.

Salary
£39,327 per annum

About the Role
Do you want to be the first point of contact for adults seeking support in Southwark? Can you use your communication and organisational skills to make a real difference in people’s lives? Do you enjoy working in a fast-paced environment where every interaction helps people access the right care and support? If yes, this is the perfect role for you!

Our Rehab & Reablement Adult Social Care Service is looking for a passionate and dedicated Customer Support Officer to join our friendly and supportive team and help make a difference every day.

As a Customer Support Officer, you will play a vital role within our duty team, supporting managers, therapists, social workers, users of the service, carers and partner organisations. Working for Adult Social Care, you will help ensure people receive timely information, advice and access to appropriate services.

Key responsibilities include:
- Handling incoming emails, telephone calls and enquiries from users of the service, carers and professionals.
- Providing information, advice and signposting to appropriate services and community resources.
- Identifying safeguarding concerns, critical situations and urgent cases, escalating appropriately to senior colleagues.
- Maintaining accurate and timely records using Mosaic, Epic and other electronic systems.
- Supporting the effective delivery of Adult Social Care services through efficient administration and information management.
- Gathering information to support complaints, quality alerts and service improvements.
- Contributing to performance monitoring, reporting and data management processes.
- Undertaking training to use Adult Social Care, NHS and Council IT systems effectively.

You will join Intermediate Care Southwark (ICS), an integrated health and social care service made up of physiotherapists, occupational therapists, social workers, nurses, pharmacists and support staff. Our focus is on Reablement, helping people maximise their independence, recovery and wellbeing following illness, injury or changes in circumstances. We are proud of our collaborative approach, supportive culture and commitment to professional development. Together, we make a meaningful difference to the lives of Southwark residents every day.

Experience
Experience of delivering excellent customer service in a health, social care, administrative or similar environment.

About you
Confident, organised and customer-focused individual who can build positive relationships with a wide range of people and remain calm under pressure.
Strong communication and interpersonal skills, with the ability to engage sensitively with users of the service, carers, colleagues and partner agencies.
The ability to identify risk, recognise safeguarding concerns and escalate appropriately.
Strong organisational skills with the ability to manage competing priorities and maintain accurate records.
Confidence using IT systems, Microsoft Office applications and spreadsheets.
The ability to gather, track and analyse relevant information relating to complaints, quality alerts and service enquiries.
Excellent listening skills and the ability to explain processes and policies clearly, including Adult Social Care charging policies.
A commitment to equality, diversity, inclusion and high standards of customer care.

Qualifications
For detailed qualifications and requirements, please refer to the job description and person specification.