Adults Customer Advisors- Access Harrow bei Harrow Council

London Borough of Harrow is looking for enthusiastic and dedicated Adults Customer Advisors- Access Harrow to join our Resources & Innovation Directorate within the Digital, Data & Customer Experience Division. This is a key frontline role, acting as the first point of contact for residents seeking advice and support from Adult Social Care services.

As an Adults Customer Advisor, you will handle enquiries across multiple channels including telephone, face‑to‑face, email, web forms and social media, ensuring that every interaction is polite, professional and focused on achieving positive outcomes. You will record information accurately, escalate cases to the appropriate teams when required, and work to resolve enquiries within agreed timescales.

This role is central to Access Harrow’s commitment to resolving 80% of customer enquiries at the first point of contact. You will be trained to manage sensitive, complex and sometimes urgent situations, supporting vulnerable adults and their families with empathy and care. Using the “three conversations” model, you will help individuals identify their needs, strengths and aspirations, signposting them to local resources and services that promote independence and wellbeing.

The Successful candidate will have:-

• A minimum of three months experience working in an Adult Social Care call centre answering Adult Social Care calls.
• The ability to deal sensitively with emotional and complex situations, using strength‑based responses.
• Knowledge of local resources, preventative services, and community‑based support to provide effective advice and signposting.
• Excellent organisational and administrative skills, with strong IT literacy in Microsoft Word, Excel, and Outlook.
• Sound interpersonal skills with clear verbal and written communication, including the ability to interpret and present information coherently.
• Experience managing enquiries from a wide range of people, including professionals, members of the public, and vulnerable adults.
• An understanding of the diverse nature of Harrow’s communities and the implications for Adult Social Care services.
• Practical knowledge of the Care Act 2014 and experience supporting the needs of vulnerable adults.

For more information, please refer to the Role Profile/ Selection Criteria