Customer Support Advisor - Adult Social Care

Customer Support Advisor – Adult Social Care
Location: Hybrid (2 days office / 3 days home) – London Borough of Hammersmith & Fulham
Rate: £19.98 PAYE / £25.49 Umbrella
Contract: Temporary | Full-time (8am-6pm Mon-Fri) | URGENT – IMMEDIATE START

Experienced Adult Social Care professionals needed urgently for this front-door customer support role. If you have the essential background in adult social care, this hybrid position offers competitive rates and a chance to make a real difference for vulnerable residents.

Role Overview as the first point of contact for residents' social care enquiries via phone, email, web, SMS, and face-to-face. Deliver empathetic, efficient service to resolve issues at first contact where possible, signpost to support services, and promote independence through early interventions like direct payments. Update CRM and Mosaic systems accurately while rotating across channels to meet KPIs, statutory Care Act duties, and first-contact resolution targets. This role directly impacts council reputation and resident satisfaction.

Key Responsibilities

• Handle enquiries across all channels, providing advice on social care, public health, and partnerships.
• Signpost to council services, health/voluntary sectors, or financial aid (e.g., Direct Payments, Housing Benefit).
• Record detailed info on CRM/Mosaic for referrals, assessments, and wrap-around support (e.g., food banks, befriending).
• Identify hardship; refer to Welfare Benefits Team or partners like Citizens Advice.
• Promote direct payments and independence; manage care plan/direct payment queries.
• Work flexibly on shifts/rotas, aligning with climate emergency policies and agile working.

Essential Requirements

• Proven background and experience in Adult Social Care (essential).
• Customer-facing experience with vulnerable residents across multiple channels.
• Strong IT skills (CRM, Mosaic, Word, Excel, PowerPoint); accurate data recording.
• Empathetic communication for sensitive conversations; resilience in ambiguity.
• Knowledge of social care referrals, early intervention, and community resources.
• Flexible, organised, with good interpersonal skills and passion for resident independence.
• 5 GCSEs (Grade C/4+) or equivalent (BTec First Diploma/GNVQ); Health & Social Care desirable.
• Ability to work shifts and build relationships across teams/partners.

About Hammersmith & Fulham Council H&F works with residents, not to them – promoting equity, inclusion, and agile working. We're Disability Confident, guaranteeing interviews for disabled applicants meeting minimum criteria. Committed to safeguarding adults/children, health & safety, data compliance, and climate action.

Apply now if you have Adult Social Care experience – interviews ASAP!

Shortlist-ready CVs to Imran at Red Personnel or via Idibu. Let's get residents the support they need.