Specialist Customer Service Officer

Make a Difference Every Day

Are you passionate about helping others and making a real impact in your community? We’re looking for a Specialist Customer Service Officer to join our dynamic Contact Centre team, the first point of contact for Adult Social Care Services.

At the heart of our Customer Experience Function is a commitment to empowering residents, helping them stay independent, and supporting them with confidence as they navigate the services they need. Our vision is ‘to provide excellent customer service to the residents and visitors of Oxfordshire’.

In this role, you’ll be part of a team supporting individuals insensitive and sometimes complex situations, ensuring they receive the right help, first time. You’ll be part of a team that’s always learning and improving, and open to doing things differently. Better outcomes for our residents start with better ways of working.

At Oxfordshire County Council (OCC), we care deeply about how we work, not just what we do. Our core values shape our culture and guide how we lead, collaborate, and grow together:

• Always learning
• Be kind and care
• Equality and integrity in all we do
• Taking responsibility
• Daring to do it differently

If you're ready to contribute to meaningful work and share our values, we’d love to hear from you.

As a Specialist Customer Service Officer, you’ll be the first point of contact for adults seeking support. You’ll offer a welcoming voice and a steady hand, responding to enquiries from the public and partner agencies including health professionals, police, and fire and rescue services.

Main daily duties will include:

• Responding to customer enquiries via phone, email, and web referrals
• Making outbound calls to follow up on enquiries and referrals
• Reading reports and identifying safeguarding concerns for appropriate escalation
• Processing referrals for Adult Social Care (ASC) and partner services, assessing needs and identifying the priority of cases for onward referrals.
• Using ASC databases to retrieve and update information, resolve queries, or signpost to other services in line with The Oxfordshire Way Oxfordshire Way strategic vision | Oxfordshire County Council
• Working closely with Team Leaders, colleagues, and external agencies to progress cases through to resolution.

You’ll navigate a range of health and social care systems to ensure every person receives the right support, first time.

• Minimum of 5 GCSEs (Grades A*-C / 4 or above), including Maths and English, or equivalent. We also welcome relevant knowledge and skills gained through work experience.
• Confident using Microsoft Office and digital communication tools.
• Previous customer service experience is essential, particularly in handling challenging conversations by phone and email. Experience in social care or supporting vulnerable people is desirable.
• The ability to manage your own workload and priorities tasks across multiple channels i.e. email, phone, etc.
• A genuine interest in helping people, with the ability to actively listen and communicate clearly - both verbally and in writing.
• Excellent communication, patience, and professionalism are key — especially when dealing with sensitive or emotionally charged situations. You should be confident making decisions independently and know when to elevate more complex enquiries.
• An interest in social and health care services is important. Familiarity with social care systems (e.g. Liquid Logic or LAS) would be an advantage.

• This role requires a Standard DBS check.
• You’ll need to be able to travel across the county and work from various office locations as needed.
• The role involves working with vulnerable adults and regular use of computers and telephone systems (often health and social care systems and databases).
• This role does not offer visa sponsorship.

Before applying, we recommend reviewing the attached job description. It includes more details about the role and clear guidance on what we’re looking for in your application and beyond.

• Culture of flexible working
• Hybrid working – typically three days per week in our Oxford office for team collaboration, reducing to…