Advice and Information Officer

Civic Recruitment Limited; Catford; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Civic Recruitment Limited is seeking an Advice and Information Officer in Catford for a 3-month contract within Adult Social Care. You will respond to enquiries from residents, carers, and professionals, assess needs, signpost services, and promote independence using a strength-based approach.

Role requires handling high volumes, excellent communication, and safeguarding awareness. Hybrid work with 2 days office-based; interview on 12th October 2026.

Qualifications

• Experience within Adult Social Care, Social Care Gateway, Contact Centre or advice services.
• Experience handling high volumes of enquiries.
• Experience giving information/advice to the public.
• Experience supporting vulnerable adults or carers.
• Experience using case management systems and Microsoft Office.

Responsibilities

• Triage, respond to and resolve Adult Social Care enquiries.
• Provide accurate information and signpost to services.
• Use a strength-based approach to support independence.
• Handle enquiries by phone, email, written, and in person.
• Record data accurately in Adult Social Care systems.

Skills

Experience in Adult Social Care

High-volume customer handling

Telephone and face-to-face service

Information and signposting

Problem-solving

Education

Basic education with ability to understand procedures

Right to Work in the UK

Tools

Case management systems

Microsoft Office

Job description

Contract | Civic Recruitment Limited | United Kingdom

Job Information

Community & Social

City Catford

Province City of London

Postal Code SE6

Job Description

3 months Contract with a Local Authority

Job Purpose

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.

Key Duties/Accountabilities

• 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.

Essential Experience Required

• 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.

Essential Qualifications Required

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

Additional Information to Note

• 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.