Customer Support Advisor – Adult Social Care

Hybrid | London local authority (2 days office / 3 days home)

Payrate: £19.98 PAYE | £25.49 Umbrella |

Full-time, Temporary | Mon–Fri, working hours between 8am–6pm (Rota basis- 37 hours per week)

Urgent – Interviews taking place immediately, with a view to a start shortly thereafter

Are you an experienced Adult Social Care professional? We’re recruiting Customer Support Advisors to be the first point of contact for residents’ social care enquiries across phone, email, web, SMS and face-to-face channels. You’ll provide empathetic, efficient support, resolve queries at first contact wherever possible, and connect residents to the right council, health, or voluntary sector services.

Key responsibilities include:

• Handling enquiries and providing advice across multiple channels
• Signposting residents to support services, financial assistance, and Direct Payments
• Recording accurate information in CRM and Mosaic systems
• Completing referrals, assessments, and wrap-around support (e.g., food banks, befriending, digital inclusion)
• Working flexibly across shifts and rotating channels to meet KPIs, statutory Care Act duties, and first-contact resolution targets
• Supporting residents to maintain independence and access preventative services

You’ll bring:

• Proven experience in Adult Social Care or supporting vulnerable residents (Essential)
• Confidence in multi-channel customer service and IT systems (CRM, Mosaic, Word, Excel, PowerPoint)
• Empathy, resilience, and excellent communication skills
• Knowledge of social care pathways, early intervention, and community support
• Flexibility to work 8am–6pm shifts and collaborate across teams

This role has a direct impact on resident outcomes and the council’s reputation—a real opportunity to make a difference in people’s lives every day.

Apply now – interviews are happening immediately, with a view to a start shortly thereafter.