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Specialist Customer Service Officer

Job Posted: a month ago

Salary: £ 15 - 18 / Hour
Job Type: Contract
Location: OX1, Oxford, Oxfordshire

Expire in: 9 hours

Job Description

Specialist Customer Service Officer - Oxfordshire County Council – OX1 1ND
3 Months Contract
Full time
HYBRID – 1/2 days on site

I am currently representing Oxfordshire County Council who are offering an initial temporary contract for a period of 3 months with a view to be extended or offered a permanent position for the right candidate at a rate which is negotiable dependent upon experience.

We are looking for Specialist Customer Service Officer based at County Hall County Council Offices Oxford OX1 1ND

The specialist Customer Service Officer role is the first point of contact for Adult Social Care enquiries, engaging with the public and partner agencies such as medical professionals, the police, and the fire and rescue service. The post holder will handle sensitive and complex information, including emergency service reports, safeguarding referrals, and assessment for disability aids. They will also compete bed leaver reviews and provide signposting to other Oxfordshire services as part of the Oxfordshire Way. The role requires navigating multiple health and social care systems to ensure accurate service delivery.

Strong communication skills are essential, with the ability to explain complex information clearly and confidently across a range of channels including phone, email, web and face-to-face.

The officer must act with patience and professionalism in challenging or emotionally charged situations, supporting distressed or vulnerable customers while maintaining resilience and safeguarding expertise.

Key Accountabilities :

  * This candidate will be dealing with difficult information from ambulance and emergency response reports, they will need to have initimate knowledge of safeguarding processes and a strong mental resilience to deal with the pressures and stress of the information they are handling.

  * Able to interpret complex information quickly, make sound judgements under pressure, and provide guidance that is both practical and compassionate.

Requirements :

  * Safeguarding knowledge – strong understanding of adult safeguarding processes and ability to identify and act on concerns quickly.

  * Emotional resilience – capacity to remain calm, professional, and effective when handling distressing or high‑pressure situations.

  * Clear communication – ability to explain complex social care information in a simple, accessible way across multiple channels.

  * System navigation – confidence in using and switching between multiple health and social care databases to ensure accurate service delivery.

  * Empathy and patience – skill in supporting vulnerable or distressed customers with compassion while maintaining professional boundaries

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