Customer Care Relations Officer

Join a Team Dedicated to Empowering Lives and Promoting Independence

Brent is a tremendously vibrant London borough where the iconic arch of Wembley Stadium dominates the skyline. Spanning both inner and outer London, it is a borough of huge contrasts in terms of its economic, environmental, ethnic and social make up. Brent’s diversity is evident to all who visit our borough and our long history of ethnic and cultural diversity has created a place that is truly unique and valued by those who live and work here.
The council is pursuing a far-reaching transformation agenda that better meets the needs of our community so it is an exciting time to join us.

Become part of Brent Adult Social Care, where your commitment to excellent customer service will make a real difference in the lives of adults with care and support needs. We are dedicated to delivering strength-based, person-centred support that enables residents to live with dignity, choice, and control.

The Post

As a Customer Relations Officer, you will be the first point of contact for residents, families, and professionals, ensuring queries are handled promptly, accurately, and with empathy. You’ll play a key role in building positive relationships, resolving concerns, and promoting trust in our services. Your ability to communicate effectively and provide clear guidance will help shape a positive experience for those who rely on Adult Social Care in Brent.

We are seeking a proactive and empathetic Customer Relations Officer to join our team. This role is pivotal in ensuring that residents and their families receive exceptional support and guidance when engaging with Adult Social Care services. You will act as the first point of contact for enquiries, concerns, and feedback, helping to resolve issues promptly and professionally.

Key Responsibilities:

• Serve as the primary contact for customer enquiries, complaints, and compliments, ensuring timely and effective resolution.
• Provide clear, accurate information about Adult Social Care services, policies, and processes.
• Liaise with internal teams and external partners to coordinate responses and maintain high standards of customer care.
• Monitor and report on customer feedback trends to inform service improvements.
• Uphold confidentiality and data protection standards at all times

The Person You will have:

• Strong communication and interpersonal skills with the ability to build trust and rapport.
• Experience in customer service or a similar role, ideally within health or social care settings.
• Ability to manage challenging conversations with empathy and professionalism.
• Excellent organisational skills and attention to detail.
• Knowledge of Adult Social Care services and safeguarding principles is desirable.

Why join us?

We know people achieve their best when they feed valued. At Brent, you’ll benefit from:

• Up to 33 days annual leave (depending on length of service) plus bank holidays
• Excellent pension with generous employer contributions (LGPS)
• Hybrid and flexible working options available for most roles
• Supportive family-friendly policies for parent, guardians, and carers
• Health and wellbeing support, including access to eye test support and a 24/7 Employee Assistance Programme
• Financial support such as education sessions, childcare deposit loans, and season ticket loans
• Travel perks including affordable parking nearby, a Cycle to Work scheme, and great onsite facilities
• Learning and development opportunities to help you grow your career
• Access to My Brent Rewards with exclusive discounts on shopping, travel, leisure, and entertainment

Closing date: 4 March 2026 (23:59) Additional Information

Location: Civic centre and other locations from time to time

If you are interested in applying for this job, please start by clicking the "Apply Now" button below. You must provide a supporting statement as part of your application that clearly shows how you meet the criteria on the Person Specification. We will accept a CV in support of your application, however, you should still provide a supporting statement.

Brent Council values the diversity of its community and aims to have a workforce that reflects this and therefore encourage applications from all sections of the community. We positively encourage all applicants to self-identify their characteristics in the diversity survey section in the application.

We are committed to safer recruitment and safeguarding and promoting the welfare of children and young people and expect all staff and volunteers to share this commitment. Applicants should be aware that posts working with children, young people and vulnerable adults are subject to an Enhanced DBS check as well as other employment clearances. The information we collect from you will be shared with Cifas who will use it to prevent fraud, other unlawful or dishonest conduct, malpractice, and other seriously improper conduct. Further details of how your information will be used by us and Cifas and your data protection rights, can be found here. Brent has a positive approach to flexible working. As a disability confident employer Brent welcomes applications from people with all disabilities, including “non-visible” disabilities and mental health conditions. We will interview any disabled applicant who meets the essential criteria. If you require reasonable adjustments to be made to any part of the recruitment process due to your disability, please contact the Recruitment Team.