Customer Service Officer

  • Location
    Hounslow, Greater London
  • Salary
  • Job type
    Temporary contract
  • Industry
  • External Reference
  • Category
    Office and Secretarial - Administrator


Hounslow Council

Job Title

Customer Service Officer-Call Handler

Pay Rate

£13.15 an Hour PAYE


36 hours a week Mon-Fri


10 Week Initial Temp Contract


Hounslow/Working from Home



This role will play an important part in the new Hounslow Contact Tracing Team. This exciting programme will play a pivotal role in the Covid 19 Public Health response, following up positive cases reported by the national team using local solutions. This will include telephone calls, home visits, responses to complex cases in settings other than homes and ensuring access to welfare and wellbeing support.

Contact Tracing Call Handlers, will receive positive case details for those residents in the community who have not been contactable by the Track and Trace programme. The objective is ensure people are able to safely isolate, to link them into any support they may require and to gain information around the potential circumstances in which they caught the virus and their contacts.


To work as part of a multi-disciplinary Covid Contact Tracing Team in a responsive, fast paced environment.

To contact those in the community who have not been successfully contacted through the Test and Trace Work, to try to positively engage and ensure they are self-isolating safely and, using a script, try to gain pertinent information around contacts and the circumstances of infection.

Show excellent communications skills, adopting an empathetic engagement style, whilst potentially dealing with difficult situations.

Ensure information is clearly recorded and fed back to the call handlers for further processing.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.

To speak to a recruitment expert please contact Ben Sapsford