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- Tasks: Support vulnerable residents with social care enquiries via various channels.
- Company: Hammersmith & Fulham Council, committed to equity and inclusion.
- Benefits: Competitive pay, hybrid working, and a chance to make a real difference.
- Why this job: Join a team that empowers residents and promotes independence.
- Qualifications: Experience in Adult Social Care and strong communication skills required.
- Other info: Immediate start available; flexible shifts and great career development.
The predicted salary is between 36000 - 60000 £ per year.
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.
Customer Support Advisor - Adult Social Care employer: Red Personnel
Contact Detail:
Red Personnel Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Advisor - Adult Social Care
✨Tip Number 1
Get to know the company and its values! Before your interview, do a bit of research on Hammersmith & Fulham Council. Understanding their commitment to equity and inclusion will help you align your answers with what they care about.
✨Tip Number 2
Practice your empathetic communication skills. Since this role involves sensitive conversations with vulnerable residents, think of examples from your past experiences where you’ve shown empathy and resilience. We want to hear those stories!
✨Tip Number 3
Be ready to showcase your IT skills! Brush up on your knowledge of CRM and Mosaic systems, as well as your ability to record data accurately. We know you can do it, so let’s make sure you’re prepared to impress!
✨Tip Number 4
Apply through our website! It’s the quickest way to get your application in front of the right people. Plus, we’re all about making the process smooth for you, so don’t hesitate to take that step!
We think you need these skills to ace Customer Support Advisor - Adult Social Care
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in Adult Social Care. We want to see how your background aligns with the role, so don’t be shy about showcasing relevant skills and experiences!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re passionate about supporting vulnerable residents and how your empathetic communication style makes you a great fit for this role.
Showcase Your IT Skills: Since strong IT skills are essential, mention your experience with CRM and Mosaic systems. We love candidates who can demonstrate their tech-savviness alongside their social care expertise!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the quickest way to get your application in front of us, and we can’t wait to see what you bring to the table!
How to prepare for a job interview at Red Personnel
✨Know Your Stuff
Make sure you brush up on your knowledge of adult social care. Understand the key responsibilities of the role and be ready to discuss how your experience aligns with them. Familiarise yourself with common issues residents face and how you can help resolve them.
✨Show Empathy
As a Customer Support Advisor, you'll be dealing with vulnerable residents. Practice your empathetic communication skills before the interview. Think of examples where you've successfully handled sensitive conversations and how you made a difference in someone's situation.
✨Get Tech-Savvy
Since the role requires strong IT skills, make sure you're comfortable with CRM and Mosaic systems. If you have experience using similar software, be prepared to talk about it. You might even want to mention any specific instances where your tech skills helped improve service delivery.
✨Be Flexible and Organised
This position involves working shifts and managing multiple enquiries across various channels. Highlight your organisational skills and flexibility during the interview. Share examples of how you've successfully juggled different tasks or adapted to changing situations in previous roles.
