Advice and Information Officer

As an Advice and Information Officer you will provide frontline support within Adult Social Care responding to enquiries from residents carers and professionals. You will assess needs provide information and advice signpost customers to appropriate services and support individuals to maintain independence using a strength-based approach.

• Receive triage and resolve Adult Social Care enquiries.
  
• Provide advice information and signposting to appropriate services and community resources.
  
• Use a strength-based approach to support customers to identify solutions and maintain independence.
  
• Respond to enquiries via telephone email written correspondence and face-to-face contact.
  
• Record and update information accurately on Adult Social Care systems.
  
• Explain complex Adult Social Care processes and procedures to customers.
  
• Liaise with internal departments and external agencies.
  
• Identify safeguarding concerns and take appropriate action.
  
• Respond appropriately to emergency care situations.
  
• Maintain accurate records reports and statistics.
  
• Support customer outreach activities and community surgeries when required.
  
• Assist with the induction and training of new staff.
  
• Ensure compliance with legislation policies and service procedures.
  
• Promote equality diversity and excellent customer service standards.
  

• Experience working within Adult Social Care Social Care Gateway Contact Centre Customer Service or Advice Services.
  
• Experience dealing with high volumes of customer enquiries.
  
• Experience providing advice and information services to the public.
  
• Experience supporting vulnerable adults older people or carers.
  
• Experience handling challenging or sensitive customer situations.
  
• Experience using case management systems and databases.
  
• Experience using Microsoft Office applications.
  
• Experience working to targets deadlines and service standards.
  
• Strong telephone and face-to-face customer service skills.
  
• Excellent communication and problem-solving skills.
  

• Knowledge of Adult Social Care services and processes.
  
• Knowledge of the needs of vulnerable adults and older people.
  
• Understanding of safeguarding responsibilities.
  
• Understanding of data protection and confidentiality requirements.
  
• Knowledge of customer care principles.
  
• Knowledge of welfare rights issues would be advantageous.
  

• Good standard of education with the ability to understand complex procedures prepare reports and maintain records.
  
• Right to Work in the UK.
  

• Working hours: 35 hours per week.
  
• Location: 1 Catford Road Catford London SE6 4RU.
  
• At least 2 days per week office-based.
  
• Hybrid working arrangement.
  
• Online interview.
  
• Interview Date: 12th October 2026.
  
• Supplier Submission Deadline: 11th October 2026.
  
• We work on bi-weekly payment schedule.
  
• Apply ASAP.