Customer Service Advisor (Adult Social Care)

Neway International Ltd; Lincoln; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment agency is seeking Customer Service Advisors to support the Lincolnshire County Council’s Customer Service Centre. This role involves handling inquiries via phone and email concerning adult care services. Ideal candidates will possess strong communication skills, the ability to manage sensitive situations, and excellent typing capabilities. Full training will be provided, and there is a focus on delivering high-quality customer service. The opportunities include flexible working hours between 8am to 8pm, Monday to Friday.

Qualifications

• Experience working in a busy Customer Service Centre or customer-facing environment.
• Strong communication skills with the ability to manage challenging or sensitive conversations.
• Excellent typing and IT skills, with the ability to type and talk simultaneously.

Responsibilities

• Handle incoming calls and emails relating to Adult Care, Carer Services and the Wellbeing Service.
• Use a strength-based approach to support residents and promote positive outcomes.
• Gather accurate information using call control and professional curiosity.
• Record information accurately using direct input systems while speaking with customers.

Skills

Strong communication skills

Excellent typing skills

Customer-focused approach

Ability to manage sensitive conversations

Calm under pressure

Job description

Neway International are seeking Customer Service Advisors to join our client based with Lincolnshire County Council.

Location: 36 Orchard Street, Lincoln, Lincolnshire, LN1 1XX
Hours: 37 per week
Start date: 16 February 2026
Duration: Initially for 3 months and extended after review

About the Client

Lincolnshire County Council’s Customer Service Centre is the first point of contact for a wide range of essential council services. These include Adult Care, Children’s Services, Highways, Registration & Celebratory Services and Library Services. The team plays a vital role in supporting residents at key moments in their lives, providing information, advice and guidance with professionalism, empathy and accuracy.

The Care & Wellbeing Hub (Adults) supports residents, carers and professionals seeking advice, safeguarding support or access to adult social care services. The team uses a strength‑based approach to empower individuals and promote independence wherever possible.

The Role

The Customer Service Advisor will handle incoming contacts via telephone and email from members of the public and professionals. These enquiries may relate to adult care services, the Lincolnshire Carer Service or the Wellbeing Service. Many calls are sensitive, complex or emotive, requiring strong communication skills, professional curiosity and the ability to gather accurate information to determine the most appropriate outcome.

You will receive full training and ongoing support to ensure you can deliver a high‑quality, person‑centred service. This is a fast‑paced role within a busy Customer Service Centre, requiring excellent attention to detail and the ability to type and talk simultaneously.

Key Responsibilities

• Handle incoming calls and emails relating to Adult Care, Carer Services and the Wellbeing Service.
• Use a strength‑based approach to support residents and promote positive outcomes.
• Gather accurate information using call control and professional curiosity.
• Manage sensitive, complex and emotive conversations with professionalism and empathy.
• Record information accurately using direct input systems while speaking with customers.
• Provide clear information, advice and guidance in line with council procedures.
• Escalate safeguarding concerns appropriately and in accordance with policy.
• Work collaboratively with colleagues across the Customer Service Centre.
• Maintain high standards of customer care and service delivery.

Candidate Requirements

• Experience working in a busy Customer Service Centre or customer‑facing environment.
• Strong communication skills with the ability to manage challenging or sensitive conversations.
• Excellent typing and IT skills, with the ability to type and talk simultaneously.
• Customer‑focused approach with the ability to remain calm under pressure.
• Experience in a social care environment is desirable but not essential (full training provided).
• Flexible to work between 8am and 8pm, Monday to Friday.