Location
Tooley Street, Southwark

Hours
Full Time (hours not specified)

Salary
£38,070 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? Our Rehab & Reablement Adult Social Care Service is looking for a Customer Support Officer to join our friendly, dedicated team and help people access the right care and support.

As a Customer Support Officer, you will work with our duty team to provide support to management, therapists, social workers, service users, carers, and professionals contacting Adult Social Care. Your responsibilities will include handling emails, making calls, providing information, advice, or signposting to the appropriate service; screening and processing referrals for the Older Person and Physical Disabilities Services; identifying and escalating safeguarding concerns and urgent situations to senior staff; maintaining accurate records using CareFirst, Epic, and other electronic systems; undertaking IT training to use NHS IT systems; and being competent in Microsoft Excel and Microsoft Office.

You will contribute to high standards of service, ensuring work is completed efficiently and in line with community care procedures.

You will join Intermediate Care Southwark (ICS), an integrated health and social care team of physiotherapists, social workers, occupational therapists, nurses, and pharmacists. Our focus is on Reablement, supporting service users to maximise independence and recovery. We value collaboration, professional development, and a supportive working environment. Together, we have achieved significant milestones in promoting independence and improving quality of life for our service users.

Enhanced DBS clearance is required for this role. Proven customer service experience and confidence in discussing complex and sensitive matters with clients are essential.

In this role, you will benefit from family-friendly policies including flexible working and home working, a local government pension scheme, and many other staff benefits. You will be part of a motivated, driven, and supportive team that strives for excellence and values its members, making a real difference to the lives of residents in the borough.

Experience
- Proven customer service experience
- Experience managing complaints and obtaining feedback from care providers
- Confidence in using IT systems, managing spreadsheets, referrals, and statistics

About you
- Strong communication skills to effectively liaise with service users, carers, colleagues, and external agencies
- Ability to identify risks and escalate appropriately
- Strong advocacy skills and ability to explain policies such as the Charging Policy
- Confident, organised, and able to build rapport with clients, families, and professionals
- Adaptability to change and a commitment to strength-based practice

Qualifications
- Enhanced DBS clearance required
- IT competency including Microsoft Excel and Microsoft Office
- Willingness to undertake IT training to use NHS IT systems