Customer Contact Worker

Job description

INTERNAL VACANCY

If you are an internal candidate interested in applying for this job as a secondment opportunity, please discuss with your current line manager before submitting your application.

City of York Council Adult Social Care is looking for a motivated Customer Contact Worker to join its Front Door Team. As the first point of contact for residents, carers, families, professionals, and partner organisations, you will provide information, advice, guidance, and signposting to help people access the right support at the right time.

The Front Door service is developing into a responsive, person-centred team focused on promoting independence, wellbeing, and early support through community resources, preventative services, and Adult Social Care. You will play an important role in shaping and improving this evolving service.

Key Responsibilities

• Respond to enquiries by phone, email, and online.
• Gather information sensitively to understand individual needs.
• Provide advice, guidance, and signposting to relevant services.
• Support screening and triage processes in line with Care Act legislation.
• Maintain accurate records using electronic systems.
• Work collaboratively with colleagues and contribute to service improvements.
• Deliver a positive customer experience for everyone contacting Adult Social Care.

About You

You will have:

• Experience in a customer-focused environment.
• Excellent communication, listening, and interpersonal skills.
• The ability to handle sensitive conversations with empathy and professionalism.
• Strong organisational and IT skills.
• The ability to prioritise work in a busy environment and work effectively both independently and as part of a team.
• A commitment to promoting independence, wellbeing, equality, and inclusion.

Experience in social care, health, housing, customer services, community support, contact centres, or related fields would be advantageous.

Working Arrangements

This is an office-based role, supporting a collaborative team environment where colleagues can share knowledge, learn from one another, and work together to achieve the best outcomes for York residents.

This post is suitable as a job share opportunity.

City of York Council is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all employees and volunteers to share this commitment. We require the successful candidate to undertake an enhanced Criminal Record check via the Disclosure and Barring Service.

The Council is committed to investing in the talent and wellbeing of our staff and can offer a generous annual leave allowance, access to the Local Government Pension Scheme, comprehensive Health & Wellbeing initiatives and a reward package which recognises your contribution. We can offer flexible working practices, community engagement and volunteer activities and, as part of our commitment to you, promote continuous Learning & Development. In addition we also offer a growing range of discounts, rewards and savings.

For further information or an informal discussion please contact Gabrielle Gardner at [email protected]

Closing date: Monday 7 September at 12 midnight

Interview date: Week commencing Monday 14 September

Internally advertised posts are only open to CYC, WWY and Be Independent employees. Explore and Veritau employees are not eligible to apply for these posts.