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- Tasks: Support vulnerable residents with social care enquiries through 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 directly impacts community wellbeing and promotes independence.
- Qualifications: Experience in Adult Social Care and strong communication skills required.
- Other info: Immediate start available; flexible shifts and excellent career development opportunities.
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!
Customer Support Advisor - Adult Social Care in London 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 in London
✨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 connect your experience in adult social care to their mission.
✨Tip Number 2
Practice your empathetic communication skills! Since this role involves sensitive conversations with vulnerable residents, think about scenarios where you've had to show empathy and resilience. Share these stories during your interview to demonstrate your fit for the role.
✨Tip Number 3
Be ready to discuss your IT skills! The job requires strong knowledge of CRM and Mosaic systems, so brush up on your tech skills. If you have examples of how you've used these tools effectively in past roles, make sure to highlight them!
✨Tip Number 4
Apply through our website! We encourage you to submit your application directly on our platform. This way, you can ensure your CV is shortlist-ready and get noticed by the right people quickly. Don’t miss out on this opportunity!
We think you need these skills to ace Customer Support Advisor - Adult Social Care in London
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 skills match the role, so don’t be shy about showcasing your customer-facing experience and any relevant qualifications.
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 background makes you a perfect fit for this role. Keep it concise but impactful!
Showcase Your IT Skills: Since strong IT skills are essential, mention your experience with CRM and Mosaic systems. If you’ve used Word, Excel, or PowerPoint in previous roles, let us know! We love seeing tech-savvy candidates.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the quickest way for us to receive your application, 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 principles, recent changes in legislation, and the services available in the Hammersmith & Fulham area. This will help you answer questions confidently and show that you're genuinely interested in making a difference.
✨Empathy is Key
Since this role involves dealing with vulnerable residents, practice how to communicate empathetically. Think about scenarios where you might need to handle sensitive conversations and prepare responses that reflect understanding and compassion. Role-playing with a friend can be a great way to get comfortable.
✨Familiarise Yourself with CRM Systems
Get to grips with CRM and Mosaic systems if you haven't already. Being able to demonstrate your IT skills during the interview will set you apart. Consider doing a quick online tutorial or refresher course to boost your confidence in using these tools.
✨Show Your Flexibility
This position requires working shifts and adapting to various channels of communication. Be ready to discuss your previous experiences where you've had to be flexible and organised. Highlight any examples where you've successfully managed multiple tasks or adapted to changing situations.
