Advice and Information Officer – Adult Social Care

Make a meaningful difference from the very first conversation. We are recruiting two Advice and Information Officers for a temporary Adult Social Care customer service role in Lewisham, Southeast London. Working within the Adult Social Care Advice and Information Service, you will be a trusted first point of contact for residents, handling public enquiries, providing clear information on care and support, and connecting older and vulnerable people with the right community and voluntary services.

• Act as the first point of contact for adult social care enquiries from residents.
• Handle customer service enquiries by telephone, email, in writing and face to face.
• Triage and assess care and support needs, providing clear advice, information and practical solutions.
• Use a strengths-based approach to help older people and vulnerable adults maintain their independence.
• Signpost and refer residents to suitable Council services, community organisations and voluntary-sector support.
• Explain adult social care processes, eligibility and available support in clear, accessible language.
• Identify safeguarding concerns, urgent welfare issues and emergencies, taking prompt and appropriate action.
• Work with Council teams, social care professionals and external partner agencies to secure timely outcomes.
• Maintain accurate customer records, case notes and outcomes on the care management system.
• Deliver a professional, respectful and confidential public service.

• Customer service, contact centre, advice service or public-sector enquiry-handling experience.
• Knowledge of adult social care services and the needs of older people or vulnerable adults.
• Experience managing sensitive, complex or challenging customer enquiries calmly and confidently.
• Excellent telephone, written and face-to-face communication skills.
• Strong signposting, problem-solving, assessment and information-giving skills.
• Confidence using Microsoft Office, CRM databases or online case-management systems.
• Understanding of safeguarding adults, data protection and client confidentiality.
• Excellent organisation, prioritisation and record-keeping skills.
• A flexible, positive and person-centred approach to supporting residents.

This temporary, full-time Adult Social Care vacancy offers hybrid working in Lewisham, with at least two office-based days each week and the option to work from home under the agile arrangements. The service may occasionally require evening, weekend or shift work.

Ready to use your adult social care and customer service experience to make a real difference? If you have worked in an advice service, contact centre, local authority, Council service or public-facing care setting, we would like to hear from you. 
Job reference: VAC-290926-OR116509

DBHRSolutions is acting as the employment agency for this vacancy. We are committed to equality, diversity and inclusion, and welcome applications from all suitably qualified candidates.