The Role
Do you want to be a reliable and trusted point of contact for older adults, disabled individuals and their caregivers?
Can you triaging incoming calls, emails and in-person inquiries, ensuring each one is promptly addressed and directed to the appropriate service?
Does the sound of empowering vulnerable residents in Southwark appeal to you?
If yes, we have the perfect role for you!
An exciting opportunity has arisen within the OPPD Contact Team for Customer Support Officers!
Please note that this is an internal only advertisement, and we will only consider applications from internal candidates who are current employees or agency workers on an active assignment. This is a 12 month fixed term contract/secondment position.
About the Team:
The Contact Team is a busy front line team in Adult Social Care in Southwark and is the first point of contact for many of our residents. We aim to empower and connect our residents, using strength based approaches, promoting self-resilience and preventing the need for long term support.
The team is currently staffed by Customer Support Officers (CSOs), 3 Occupational Therapists, 1 Occupational Therapy Assistant Practitioner, 2 Social Work Deputy Team Managers, and a Team Manager.
About the Role:
The main duties of the role are to undertake the following tasks:
- Answering telephones and managing our inbox, providing a friendly, prompt and informative service.
- Undertaking screening assessments – to determine the likely needs of our residents, identifying the need for Occupational Therapy and Social Work interventions.
- Providing information and advice in order to connect our residents to community services.
- Ordering suitable equipment to help people at home and prevent their needs escalating.
- Identifying and escalating safeguarding concerns.
About You:
To be successful in this role, you will:
- Have excellent customer service and communication skills, both written and verbal
- Be empathetic, sensitive and a good problem solver
- Have good IT skills and be able to process and input information at a good pace
- Be resilient and able to communicate with people experiencing distress, confusion, or anxiety in a calm and supportive manner
- Know when to ask for help but are confident working independently
- Ideally, you will have previous experience working in social care and some understanding of the sector and the policy frameworks that we operate within.
Contact Details:
If you would like to discuss this job opportunity further, please contact Ashley Cambridge, Team Manager on ashley.cambridge@southwark.gov.uk
Additional Details
You will need 5 GCSEs (or equivalent) of grade C and above, including English and Maths
The job is full time. You will be expected to work in the office when staffing the telephones, however, there will be the option to work from home part of the week when undertaking other duties.
A DBS check is required for this position.
Internal recruitment only
We will only consider applications from internal candidates that are current employees or agency workers on an active assignment.
About Southwark:
We are the largest local authority social landlord in London, managing 55,000 homes lived in by 40% of Southwark’s residents. We are home to over 18,300 businesses including iconic London venues and social enterprises and we have a young, diverse and growing population.
At Southwark we are committed to making our borough just and fair and are taking positive action to tackle inequalities. Our residents and communities are our greatest asset and the passion we have for Southwark is shared by millions of Londoners who enjoy our outstanding cultural offer, use our hospitals and attend our universities. Our refreshed borough plan and focus on Southwark Stands Together, (which is our work with Southwark’s communities and the council’s staff to tackle racism, injustice and inequality) underpins all that we do.
Recruitment Timetable
- Advert Closing Date: 11:59pm on Wednesday 8th May 2024
- Interview Date: Week commencing 6th May 2024
- Interview Date: Week commencing 13th May 2024
We are an organisation who is passionate about our people and understands that richness of diversity is a requirement to provide the best possible services to our communities. This is demonstrated through our council-wide ambitious commitment to tackle racial inequality in our communities and workforce through our Southwark Stands Together initiative. We particularly welcome applications from members of the black, Asian and ethnic minority communities to increase representation at senior management level in the Council.
Guaranteed Interview Scheme
As part of our commitment to inclusion, we offer guaranteed interviews for specific groups of people. To qualify, you'll need to meet the minimum requirements for the role, and identify with one of the below criteria:
- Members of the Armed Forces and veterans
- Are currently in care, or have previously been in care
- If you consider yourself to be disabled or if you have a long-term health condition
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