Specialist Customer Service Officer

he Specialist Customer Service Officer role at Contact Oxfordshire is the first point of contact for adult social care enquiries, engaging with the public and partner agencies such as medical professionals, the police, and the fire and rescue service. The post holder will handle sensitive and complex information, including emergency service reports, safeguarding referrals, and assessments for disability aids. They will also complete bed leaver reviews and provide signposting to other Oxfordshire services as part of the Oxfordshire Way.

The role requires navigating multiple health and social care systems to ensure accurate service delivery. Strong communication skills are essential, with the ability to explain complex information clearly and confidently across a range of channels including phone, email, web, and face-to-face. The officer must act with patience and professionalism in challenging or emotionally charged situations, supporting distressed or vulnerable customers while maintaining resilience and safeguarding expertise.

Safeguarding knowledge – strong understanding of adult safeguarding processes and ability to identify and act on concerns quickly.

Emotional resilience – capacity to remain calm, professional, and effective when handling distressing or high‑pressure situations.

Clear communication – ability to explain complex social care information in a simple, accessible way across multiple channels.

System navigation – confidence in using and switching between multiple health and social care databases to ensure accurate service delivery.

Empathy and patience – skill in supporting vulnerable or distressed customers with compassion while maintaining professional boundaries.

This candidate will be dealing with difficult information from ambulance and emergency response reports. they will need to have intimate knowledge of safeguarding processes and a strong mental resilience to deal with the pressures and stress of the information they are handling.

Hybrid working set up - 1 - 2 days per week onsite in County Hall

This role demands a professional who can balance empathy with decisiveness, ensuring that every interaction is handled with care and clarity. The Specialist Customer Service Officer will often be the first voice or face that individuals encounter during moments of vulnerability, making it essential to combine strong safeguarding awareness with a calm and reassuring presence. Success in this position comes from being able to interpret complex information quickly, make sound judgments under pressure, and provide guidance that is both practical and compassionate.

By working across multiple systems and liaising with a wide range of partners, the officer plays a crucial role in connecting people to the right support at the right time, helping to uphold the values of dignity, safety, and respect within Oxfordshire’s adult social care services