Customer Support Officer

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?

If yes, we have the perfect role for you!

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.

About the Role:

As a Customer Support Officer, you will be working with our duty team to provide support to management, therapist, social workers, service users, carers and professionals contacting Adult Social Care. You will:

• Handle emails, making calls, providing information, advice, or signposting to the appropriate service.
• Screen and process referrals for the Older Person and Physical Disabilities Services.
• Identify and escalate safeguarding concerns and urgent situations to senior staff.
• Maintain accurate records using CareFirst, Epic other electronic systems.
• Undertake IT training to use NHS IT systems, be competent to use Microsoft Excel and Microsoft office.
• Contribute to high standards of service, ensuring work is completed efficiently and in line with community care procedures.

About You:

You will be confident, organised, and able to build rapport with clients, families, and professionals. You’ll have:

• Strong communication skills to effectively liaise with service users, carers, colleagues, and external agencies.
• Ability to identify risks and escalate appropriately.
• Experience managing complaints and obtaining feedback from care providers.
• Confidence in using IT systems and managing spreadsheets, referrals, and statistics.
• Strong advocacy skills and ability to explain policies such as the Charging Policy.
• Adaptability to change and a commitment to strength-based practice.

About the Team:

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 maximize 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.

For detailed qualifications and requirements, please review the job description and person specification located at the bottom of the advert.

Contact Information:

For an informal discussion about the role, please contact Wendy Patterson at wendy.patterson@southwark.gov.uk.

Additional Information:

• Enhanced DBS required
• You will have proven customer service experience and be confident in speaking with clients, including discussing complex and sensitive matters.

Benefits and more information:

In your role, we want you to feel supported, challenged and rewarded. You will benefit from our family-friendly policies including flexible working, home working, and a local government pension scheme, plus many other staff benefits. You will join a motivated, driven and supportive team that strives for excellence and values its members. You will also be part of a successful and high-achieving development team that is making a real difference to the lives of residents in the borough. For more information about the wide variety of benefits you can take advantage of please visit our Staff Benefits page.

Recruitment timetable

Advert close date: 11:59pm on 30th October 2025

Shortlisting date/s: 6th November 2025

Interview date/s: 24th & 25th November 2025

The closing date is given as a guide. We reserve the right to close this vacancy once a sufficient number of applications has been received. We strongly advise you to complete your application as soon as possible to avoid disappointment.

Guaranteed Interview Scheme:

As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:

• Members of the Armed Forces and veterans
• Are currently in care, or have previously been in care
• If you consider yourself to be disabled or if you have a long-term health condition

We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together programme. We particularly welcome applications from members of the Black, Asian and ethnic minority communities to increase representation at senior management level in the Council.

Attachments

• Please click here to view the Job Description