Front Door Liaison Officer x

Stoke-on-Trent City Council

Hours: There are 3 permanent positions available.

• 37 hours per week x 2
• 15 hours per week x 1 (over two days; days will be discussed with the successful candidate). Salary to be pro rata for hours.

We are seeking a motivated and organized Front Door Liaison Officer to join our team. This role is pivotal in acting as the first point of contact for referrals, enquiries, and partner agencies, ensuring timely, accurate, and effective communication and coordination of services. You will play a key role in supporting the “front door” function, helping to gather information, manage incoming contacts, and ensure individuals are directed to the most appropriate services.

• Act as the first point of contact for incoming referrals, enquiries, and requests for support.
• Liaise with professionals, partner agencies, service users, and families to gather and share information.
• Support triage processes, ensuring information is accurately recorded and prioritised appropriately.
• Maintain clear, accurate, and timely records in line with organisational policies.
• Coordinate communication between teams to support effective service delivery.
• Provide professional advice and signposting to appropriate services where required.
• Escalate safeguarding concerns or urgent matters in line with procedures.
• Contribute to service improvement through feedback and effective communication.

• Have experience working in a customer‑facing, health, social care, or administrative environment.
• Demonstrate excellent communication and interpersonal skills.
• Be highly organised with the ability to manage competing priorities.
• Have strong IT skills and experience maintaining accurate records.
• Be able to work independently and as part of a team.
• Have a good understanding of confidentiality, safeguarding, and data protection principles.
• Show a proactive and professional approach to problem‑solving.

• A competitive salary based on your skills, experience and talent.
• Hybrid and flexible working options.
• An excellent local authority benefits pension scheme.
• Professional development through learning opportunities, regular training sessions and apprenticeship and management schemes.

For more information on the role, please contact the Recruiting Manager, Elizabeth Colclough, Eliz

We are a city of strengths, with a proud heritage and bright future. Working for Stoke-on Trent City Council is more than just a job, it’s about making, protecting and improving the services for the local population, reducing inequalities and improving independence for the people who live and work in the city. And that’s where you come in. We are always looking for people of the highest calibre with skills, knowledge and experience to help us deliver our compelling vision.

Stoke‑on‑Trent City Council’s diverse and talented workforce is its greatest asset and most valuable resource. The skills, knowledge and experience of our c.4,600 employees are essential to delivering our ambitions and vision for our organisation and Stoke‑on‑Trent. We want to be an employer that people are proud to work for, and where our staff are supported, developed and rewarded in an inclusive way that helps them to excel and to deliver the high‑quality services that our residents need.