Customer Service Officer in Oxford

Oxfordshire County Council is seeking a number of Specialist Customer Service Officers to join their Contact Oxfordshire team on a temporary basis. This is a 3-month contract with the possibility of extension.

You’ll be the first point of contact for adult social care enquiries, supporting members of the public and partner agencies—including medical professionals, police, and fire services—across phone, email, web, and face-to-face channels. This role offers variety and impact: completing disability aid assessments and safeguarding referrals to handling emergency service reports and signposting customers to other Oxfordshire services.

As a Specialist Customer Service Officer, you will act as the first point of contact for adult social care enquiries, providing support across a range of communication channels. Your responsibilities will include:

• Completing assessments and arranging disability aids
• Identifying and processing safeguarding referrals
• Handling emergency service reports to ensure they are forwarded appropriately
• Conducting bed leaver reviews
• Signposting customers to other Oxfordshire services
• Navigating multiple health and social care systems to deliver effective support

In addition, you will be expected to make independent decisions and escalate complex enquiries when necessary, ensuring that every customer receives the right level of care and guidance.

We are seeking someone with proven customer service experience, particularly in handling challenging conversations over the phone and by email. The ideal candidate will demonstrate strong communication skills—clear, confident, patient, and professional—while remaining calm under pressure and managing sensitive discussions effectively. Proficiency in MS Office and case management systems is essential, alongside a genuine interest in social and health care services. A willingness to learn and apply relevant legislation, such as the Care Act 2014, is also important to succeed in this role.

This role is offered on a temporary 3-month contract, with the possibility of extension or the opportunity to apply for a permanent position. You will benefit from flexible working arrangements in line with the Council's Agile Working Policy, though travel across Oxfordshire may occasionally be required. A Basic DBS check is essential for this post and Hyas will carry out this check. The position is paid at an hourly rate, with wages issued on a weekly basis, providing both stability and flexibility for the successful candidate.