Frontline Officer

Frontline Officer

• Hourly Rate: 20.96 per hour PAYE or 27.33 per hour Umbrella
• Location: Barking
• Duration: 3 - 6 months initially

Are you passionate about helping people access the right support at the right time? Do you thrive in a fast-paced, customer-focused environment where every conversation can make a real difference?

We are looking for a dedicated and empathetic Frontline Officer to join our client's Adult Care and Support Intake Team. As the first point of contact for residents seeking support from Adult Social Care, you will play a vital role in delivering early intervention, promoting independence, and ensuring residents receive timely advice and access to appropriate services.

About the Role

As a Frontline Officer Plus, you will undertake initial assessments, provide information and advice, and help residents navigate a wide range of support services. Working as part of a multidisciplinary team, you will identify needs, resolve enquiries at first contact wherever possible, and ensure individuals are signposted or referred to the most appropriate services.

This is an exciting opportunity for someone who is passionate about customer service and making a positive impact within the community.

Key Responsibilities

• Act as the first point of contact for Adult Social Care enquiries.
• Undertake initial assessments, pre-screening activities, and needs-based conversations with residents.
• Provide information, advice, signposting, and referrals to internal and external support services.
• Identify opportunities for early intervention and preventative support.
• Resolve customer enquiries at the earliest possible stage, taking ownership of outcomes.
• Maintain accurate, timely, and detailed records across various IT systems.
• Recognise safeguarding concerns and follow appropriate escalation procedures.
• Build effective professional relationships with colleagues, partners, and community organisations.
• Promote self-service options and community-based support.
• Support continuous service improvement by sharing knowledge and identifying opportunities for better customer outcomes.
• Champion excellent customer service and the Council's values in every interaction.

About You

We are looking for someone who combines excellent communication skills with a genuine commitment to supporting residents.

You will have:

Essential Requirements

• Experience working in a customer-focused environment.
• Knowledge and understanding of safeguarding procedures.
• Experience using a range of IT systems, including Microsoft Word, Excel and Outlook.
• Strong organisational skills with the ability to prioritise workload effectively.
• Excellent verbal and written communication skills.
• The ability to build positive relationships and work collaboratively with colleagues and partner organisations.

Desirable Requirements

• Knowledge of local authority services and adult social care pathways.
• Experience working in a demanding or high-volume environment.
• Understanding of community resources and support networks.
• Experience handling sensitive or complex customer enquiries.

What You'll Bring

• A compassionate and person-centred approach.
• Excellent problem-solving and decision-making skills.
• The ability to remain calm under pressure.
• A proactive attitude to customer service and continuous improvement.
• A commitment to equality, diversity, inclusion, and safeguarding.

Why Join Us?

This role offers the opportunity to make a meaningful difference to residents' lives by ensuring they receive the right support when they need it most. You'll be part of a collaborative and supportive team committed to delivering outstanding outcomes for the community.

If you are an enthusiastic, resilient, and customer-focused professional looking to build a rewarding career in Adult Social Care and Support, we'd love to hear from you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)