Job Description

People and Place

Customer Support Officer Duty and Advice Team (MASH

)

Ref:

001102

Contract:

Permanent

Salary:

28,598 - 31,022 per annum (Grade 4)

Hours:

36.66 per week

Based:

Spindles Shopping Centre, George Street, Oldham, OL1 1LF

Closing Date:

Wednesday 19th November 2025

Interview

: TBC

Informal Enquiries:

Kelly Duckworth, Team Manager

Email:

Kelly.duckworthl@oldham.gov.uk

Service Overview:

In Oldham we have high aspirations to achieve the very best outcomes for children and their families and to sustain them in their communities to reach their aspirations. We aim to ensure that all children and young people grow up in a safe and secure environment which meets their diverse needs and in which they can thrive. Our approach is to develop children and families' strengths and resilience, and ensure a person-centered approach, both as a Council and as an inter-agency partnership.

We are looking for an experienced, dynamic, and highly motivated Customer Support Officer to join our Children's Duty and Advice team. Oldham, is proud to be an integrated offer for Targeted Early Help and Children's Social Care, ensuring we offer a consistent pathway for children who have support and safeguard needs.

Here's the role:

We are seeking a highly motivated and passionate customer support officer to join an integrated team, where everyone is valued for their skills and contribution in the Duty and Advice teams. The appointed person will receive and process all incoming calls and correspondence to the team, liaising with members of the public and professionals. Patience, time, and a professional approach is required in response to families who can be at a point of crisis when contacting the Duty and Advice team. The successful candidate will need to be competent in seeking clear and accurate information so that they can progress calls to the relevant person/service, making an initial view of the detail and allocating the call appropriately. Efficiency in accessing and inputting into the Children's electronic systems is essential, adhering to GDPR and relevant Privacy notices. This will include use of Excel, and other documents associated with the collation and use of data.

We are a fast-paced team, where demand is unpredictable. The successful candidate needs to be confident in communication, able to prioritise tasks and ensure daily business needs are met. You will be required to adapt to demand and be prepared to produce system data for senior leadership often at very short notice. Support for the team, in accessing and managing the electronic system is required to ensure systems, are up to date and accurate.

What do our Customer Support workers like most about working for us?

A supportive and enabling workplace. An Employment Assistance Scheme that provides 24 hours access to advice and support. Fit for Oldham Scheme which offers free health and fitness opportunities.

What's different about working in Oldham?

We work with one of the most diverse communities of any local authority in the country and this is reflected within our workforce which we believe is one of our greatest strengths. The life experiences and challenges facing our children and families are incredibly varied and require an inclusive response which recognises the family's unique strengths and works with them to achieve solutions.

If you have completed the GM Elevate (Leadership Development) Programme, please indicate this within the 'About You' or 'Supporting Statement' section of your application.

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and therefore expect all staff and volunteers to share this commitment.

About Us:

We want Oldham to have vibrant, safe neighbourhoods where people are proud to live with opportunities for healthier, more fulfilled lives; and a sustainable, thriving economy. As we look to the future, the challenges may be significant, but so are the opportunities. We've identified three missions with our residents and partners, focusing on what will deliver the biggest impact:


A Great Place to Live, Healthier, Happier Lives, and Green and Growing.


We're looking for candidates who will support us to achieve our ambitions and we encourage you to download our Corporate Plan: Ready for the Future and our Oldham Plan for further information.

Our Values and Behaviours:

By driving innovation, investing in our people, and championing our communities, we will ensure that Oldham continues to be a place where everyone can live their best life. To support this, we have three core values which define who we are and how we operate. These are '

Proud, Ambitious,

and

Together'

, and they shape our culture, inform our decisions, and inspire us to deliver on our commitments to the people of Oldham.


We have translated these values into five behaviours which guide our actions and are the standards we hold ourselves to, day in and day out:

Work with a resident focus Support local leaders Committed to the borough Delivery high performance Take ownership and drive change

You can find out more about our values and behaviours on our greater.jobs Oldham page

Our Benefits Package:

At Oldham Council we offer a great benefits package for our employees, which includes the following:

25 days annual leave which increases after 5 and 10-years' service The option to purchase additional annual leave. An attractive LGPS benefit pension scheme with the option to make shared cost additional voluntary contributions. Discounted gym membership with Oldham Active. Staff discount scheme for shopping, entertainment, eating-out, eating-in, travel, motoring and more. Salary sacrifice scheme for home and electronics and Cycle to Work. Wellbeing support, including a Mental Health First Aider network and an Employment Assistance Programme that provides 24 hours access to advice and support. Staff recognition and celebration events. Peer support groups

Inclusive Recruitment:

We work closely with employees to help them work at their best, including making adjustments such as flexible working, describing available working patterns, providing equipment or making changes to the workplace.


If you're an applicant with disabilities and have previously been in or currently in care, a carer or someone who has served in the Armed Forces and you meet the essential criteria of the role, you are guaranteed to reach the first stage of assessment under our

Guaranteed Assessment Scheme

.

Data and Privacy:

For details of how we use your data please see our privacy notice.

Important Information:

Please note that should a vacancy that has been released for internal or external recruitment be deemed suitable for a current employee at risk of redundancy, it can be pulled back at any point, up to the post being formally offered to a candidate who is not at risk of redundancy.


While we embrace the use of AI as an innovative tool to maximise our services at Oldham Council, we are looking for authenticity in applications we receive. We therefore ask you to think carefully if choosing to use AI when completing your application and ask that you ensure you read all instructions carefully and that your application is written by you and reflects your skills, knowledge and enthusiasm.