Specialist Customer Service Officer

Job Description

Specialist Customer Service Officer

Oxfordshire (Hybrid – 1–2 days onsite)

Initial 3-Month Contract – Starting ASAP

£17.85 PAYE / £23.58 UMB

We are recruiting a Specialist Customer Service Officer to join Contact Oxfordshire, the frontline service for Adult Social Care enquiries. This is a critical role supporting vulnerable adults and partner agencies at moments when clarity, safeguarding knowledge, and professionalism matter most.

As a Specialist Customer Service Officer, you will be the first point of contact for adult social care enquiries from members of the public and partner agencies, including medical professionals, the police, and the fire and rescue service.

Key responsibilities include:

Handling enquiries via phone, email, web, and face-to-face channels

Processing safeguarding referrals and emergency service reports

Managing assessments for disability aids

Completing bed leaver reviews

Signposting individuals to appropriate Oxfordshire services in line with the Oxfordshire Way

Navigating multiple health and social care systems to ensure accurate and timely service delivery

You will regularly manage sensitive and complex information, including ambulance and emergency response reports. The ability to remain calm, professional, and decisive in emotionally charged situations is essential.

About You

We are looking for a professional who can balance empathy with clear judgement and confident decision-making. Essential criteria:

• Strong understanding of adult safeguarding processes and the ability to identify and act on concerns quickly
• Experience working in a fast-paced environment, such as a contact centre
• Excellent written and verbal communication skills
• Ability to explain complex social care information clearly and accessibly
• Emotional resilience and the ability to manage distressing information
• Confident in using MS Teams and multiple IT systems

The Opportunity

Success in this role requires strong safeguarding awareness, resilience, and the ability to interpret complex information quickly and accurately. You will play a key role in ensuring individuals are connected to the right support at the right time, upholding the values of dignity, safety, and respect within Oxfordshire’s adult social care services. If you have the experience, professionalism, and resilience required for this demanding but rewarding role, we encourage you to apply.

To find out more information please contact Lily at Lilye@4recruitmentservices.com

Recruitment is done in line with safe recruitment practices. We are an equal opportunity agency.