Customer Service Advisor

Civic Recruitment Limited; Lincoln (NE); On-site; USD 24,000 - 32,000; Full time

Job summary

Civic Recruitment Limited is seeking a Customer Service Advisor for the Adult Care Team based at Lincoln's Customer Service Centre, Lancaster House. The 3-month contract involves handling inbound enquiries by phone and email, providing information and access to services, and supporting safeguarding and wellbeing initiatives for residents and professionals.

Working 37 hours per week (Mon-Fri, 8:00–18:00) in an office setting, with a bi-weekly payroll arrangement and onsite interviews at Lancaster

Qualifications

• Experience in a busy customer service or contact centre environment.
• Excellent verbal and written communication skills.
• Strong listening skills with empathy for sensitive conversations.
• Ability to multitask, including typing while speaking.
• Strong organisational skills and attention to detail.
• Ability to remain calm under pressure and manage challenging situations.
• Experience within social care, health or local government setting.
• Knowledge of safeguarding practices and person-centred approaches.

Responsibilities

• Respond to customer enquiries across multiple channels (telephone and email) in a professional manner.
• Provide information, advice, and guidance relating to Adult Care, Carer Services, and Wellbeing Services.
• Handle sensitive calls including safeguarding concerns and vulnerable individuals.
• Conduct strength-based conversations to support residents in maintaining independence.
• Accurately capture and record customer information through direct system input.
• Use professional curiosity to determine customer needs and outcomes.
• Identify and escalate safeguarding concerns in line with policies.
• Maintain high standards of data accuracy, confidentiality and compliance.
• Collaborate with internal teams and external professionals to ensure service delivery.
• Meet targets related to call handling, quality, and customer satisfaction.
• Undertake training and ongoing development to maintain service knowledge.

Skills

Customer service

Communication

Active listening

Multitasking

Attention to detail

Calm under pressure

Social care/gov experience

Safeguarding knowledge

Education

GCSEs English & Maths

NVQ Level 2/3 in CS or Health & Social Care

Job description

Lincoln, United Kingdom | Posted on 11/06/2026

At Civic Recruitment and Limited, we know that individuals are more than just fixed expenses; they are the cornerstone of every thriving organisation. That’s why we are passionate about transforming recruitment in the public and private sectors.

In the modern job market, organisations in both public and private sectors face significant workforce challenges. Public sector entities, such as local councils and central government departments, often struggle with lengthy recruitment processes, limited access to qualified candidates, and stringent budgetary and regulatory constraints. Private sector businesses, on the other hand, encounter high turnover rates, difficulties managing a mix of permanent and temporary staff, and challenges in sourcing specialised talent for niche industries. These sector-specific obstacles, coupled with the universal complexities of payroll management, create a pressing need for efficient workforce solutions.

Civic Recruitment Limited addresses these challenges with innovative recruitment and payroll solutions tailored for diverse organisational needs. Recognising the critical hurdles organisations face, the company leverages its expertise to streamline processes, reduce recruitment times, and alleviate administrative burdens. With an extensive database of over 1 million pre‑screened candidates, Civic Recruitment Limited is well‑positioned to cater to the specific needs of both public and private sectors.

Job Description

3 months contract with a Local Authority

Job Description: Customer Service Advisor – Adult CareTeam

Location: Customer Service Centre, Lancaster House, Lincoln (LN1 1YL)

Job Purpose

To act as the first point of contact for Lincolnshire CountyCouncil services, delivering high-quality customer service within the AdultCare Team. The role involves handling inbound enquiries via telephone andemail, supporting residents and professionals by providing information, advice,and access to services. Using a strength-based approach, the postholder willhelp promote independence, wellbeing, and appropriate service outcomes forindividuals.

Key Responsibilities

• Respondto customer enquiries across multiple channels (telephone and email) in aprofessional and timely manner.
• Provideinformation, advice, and guidance relating to Adult Care, Carer Services,and Wellbeing Services.
• Handlesensitive, complex, and emotive calls, including safeguarding concerns andvulnerable individuals.
• Conductstrength-based conversations to support residents in maintainingindependence.
• Accuratelycapture and record customer information through direct system input whileinteracting with callers.
• Useprofessional curiosity and effective questioning techniques to determinecustomer needs and appropriate outcomes.
• Identifyand escalation safeguarding concerns in line with policies and procedures.
• Maintainhigh standards of data accuracy, confidentiality, and compliance.
• Workcollaboratively with internal teams and external professionals to ensureseamless service delivery.
• Meetperformance targets related to call handling, quality, and customersatisfaction.
• Undertaketraining and continuous development to maintain service knowledge andskills.

Skills & Experience

• Experienceworking in a busy customer service or contact centre environment.
• Excellentverbal and written communication skills.
• Stronglistening skills and ability to handle sensitive conversations withempathy.
• Abilityto multitask, including typing while speaking (direct data input).
• Strongorganisational skills and attention to detail.
• Abilityto remain calm under pressure and manage challenging situations.
• Experiencewithin a social care, health, or local government setting.
• Knowledgeof safeguarding practices and procedures.
• Understandingof strength-based or person-centred approaches.

Qualifications

• GCSEs(or equivalent) including English and Maths.
• NVQLevel 2/3 in Customer Service, Health & Social Care, or a relatedfield.
• Additionaltraining or certification in customer service or safeguarding.

Additional Requirements

• Willingnessto undertake full induction and ongoing training.
• Abilityto work from the Lincoln-based office.
• Hours: 37 hours per week (flexiblebetween 8:00am – 8:00pm, Monday–Friday)
• Interviewswill be held at 3rd Floor Lancaster House-Onsite.
• Thisis a working from the office role. Assignment is for 12 weeks minimum andcovers the opening hours of 08:00 to 18:00 Mon to Fri.
• Wehave positions in both Adult and Children social care.
• Wework on bi-weekly payment schedule.

The role closes 18th Jun 2026