Customer Service Advisor

ROLE TITLE: Customer Support Advisor
DEPARTMENT: Adult Social Care
REPORTS TO: Front Door Team Manager
LOCATION: Hybrid working (1 day per week in the office)
RESPONSIBLE FOR: None

---

ROLE OVERVIEW

We are looking for a Customer Support Advisor to be the first point of contact for residents seeking assistance with social care enquiries. You will play a crucial role in delivering an excellent customer experience across multiple channels, including telephone, email, web, and social media. Your ability to provide accurate information, resolve queries at the first point of contact where possible, and signpost residents to the appropriate services will help ensure seamless access to support and improve residents’ well-being.
At Hammersmith & Fulham Council, we believe in working with residents rather than simply providing services to them. This role is central to enabling early intervention and preventative support, reducing stress and anxiety for our residents, and helping them maintain their independence.
You will work flexibly across various communication channels and digital platforms, ensuring that all resident interactions are handled with empathy and efficiency. You will also liaise with social care teams, council departments, and voluntary sector organisations to ensure the best possible outcomes for residents.

---

KEY RESPONSIBILITIES

• Serve as the first point of contact for residents, providing initial advice and support on social care and public health services.
• Resolve queries at first contact where possible, ensuring accurate and timely responses across multiple communication channels (phone, email, web, social media).
• Identify early intervention opportunities to prevent escalation, offering guidance on financial support, care services, and independent living solutions.
• Signpost and refer residents to relevant council services, voluntary organisations, and external agencies where additional support is required.
• Accurately record resident interactions on CRM and Mosaic databases, ensuring seamless service delivery.
• Provide clear and empathetic advice to residents with complex needs, including those on care plans or direct payments.
• Make referrals to welfare and benefits teams, ensuring residents receive the financial assistance they are entitled to.
• Promote direct payments to residents to help them maintain their independence.
• Work towards key performance indicators (KPIs), including first-contact resolution and customer satisfaction targets.
• Maintain up-to-date knowledge of council policies, social care services, and voluntary sector support.
• Work flexibly to ensure service coverage during operational hours (8am – 6pm, Monday to Friday).

---

ABOUT YOU

Essential Skills & Experience:

• Previous experience in a customer-facing role.
• Excellent communication skills across multiple channels.
• Ability to work with vulnerable residents and handle sensitive conversations with empathy.
• Strong IT skills, including experience with databases, MS Office (Word, Excel, PowerPoint), and CRM systems.
• Ability to manage workloads, prioritise tasks, and work effectively under pressure.
• A commitment to delivering outstanding customer service and making a positive impact on residents' lives.
• Strong interpersonal skills, with the ability to build relationships across council departments and external agencies.
• Understanding of social care services and support options available for residents.
• Awareness of financial hardship support, including housing benefits and discretionary payments.

Desirable:

• Knowledge of social care, public health, or local authority services.
• Previous experience working within housing, health, or community services.
• A qualification in Health and Social Care (BTec First Diploma, GNVQ, or equivalent).

---

WHY JOIN US?

At Hammersmith & Fulham Council, we pride ourselves on being an inclusive and forward-thinking employer. We are committed to supporting flexible working and career development, ensuring our employees can thrive in a collaborative and rewarding environment.

• Hybrid working model (1 day per week in the office).
• A chance to make a real difference in the lives of vulnerable residents.
• Work in a dynamic, fast-paced, and supportive team.
• Opportunities for ongoing training and career development.
• Commitment to equity, diversity, and inclusion.

If you are passionate about delivering exceptional customer service and want to contribute to a team that genuinely makes a difference, we would love to hear from you!

---

HOW TO APPLY

If you are interested in this role, please submit your CV outlining your suitability for the position.
Hammersmith & Fulham Council is an equal opportunities employer and is committed to creating a diverse and inclusive workforce.
As a Disability Confident employer, we guarantee to interview all disabled applicants who meet the minimum criteria for the role.