Part time Customer Service Officer - Adult Social Care

Customer Services Officer - Adult Social Care Front Door

Wembley (near Wembley Stadium) - 100% Office-Based Part Time 18.5 hours per week Monday-Friday 4 hours per day £17.33 per hour Fixed Term - Covering Career Break (02/2026-31/07/2026) Basic DBS required

Be the First Point of Support. Be the Difference.

Our Adult Front Door Service is the gateway to safety, independence, and wellbeing for residents, families, and professionals seeking support.

As a Customer Services Officer, you're not just answering calls-you're guiding people through some of life's toughest moments, helping them find the right support with empathy, clarity, and confidence. ?

What You'll Do

Initial Screening & AssessmentBe the first voice callers hear-handling phone, email, and web enquiries and assessing social care or safeguarding concerns.

Diagnostic QuestioningAsk sensitive, thorough questions to understand daily living needs-mobility, personal care, safety and more.

Advice & SignpostingProvide clear, high-quality information and guide residents to community or voluntary sector support that promotes independence.

System NavigationUse Adult Social Care systems (CRM) to record cases, track customer journeys, and process referrals to Social Work and Safeguarding teams.

Managing ComplexitySupport individuals in distress with calm professionalism and emotional resilience.

What We're Looking For

Exceptional Communicators - able to build rapport quickly and explain complex information simply. Empathetic Problem-Solvers - with a strengths-based, person-centred approach. Resilient & Professional - comfortable handling sensitive or distressing situations while maintaining boundaries. Tech-Savvy - confident using multiple systems and keeping accurate digital records. Values-Driven - kindness, courage, and integrity are at the heart of everything you do.

Ready to Make a Real Impact?

If you're passionate about helping people live safer, more independent lives-and thrive in a fast-paced, meaningful role-we'd love to hear from you!