MASH Customer Support Officer

Website Oldham Council

MASH Customer Support Officer

  • Company website link – https://www.oldham.gov.uk

  • Company name – Oldham Council

  • Industry – Local Government / Children’s Social Care

  • Location- Spindles Shopping Centre, George Street, Oldham (based in Oldham, United Kingdom)

  • City- Oldham

  • Postal Code – OL1 1LF

  • Region – Greater Manchester

  • Gender- Not specified

  • Company Office local Address- Spindles Shopping Centre, George Street, Oldham, OL1 1LF

  • Contact info – Kelly Duckworth, Team Manager (informal enquiries)

  • email address- Not specified

  • Country- United Kingdom

  • Job Type- Permanent (36.66 hours per week)

  • Currency- GBP

  • Job Average Salary rate – £28,598–£31,022 per year (Grade 4). Estimated range based on market data. Actual salary may vary. This salary range is an estimation made by We Are Hired uk

About Oldham Council

Oldham Council champions community wellbeing through inclusive services, supporting families, improving safety, promoting opportunity, and enabling positive local change together.

Job Description

Provide responsive front-line duty and advice, manage calls, record data, triage referrals, and support safeguarding for children and families effectively.

Core information

  Service overview

  • Role sits within People and Place — Customer Support Officer, Duty and Advice Team (MASH).

  • Purpose: receive and process incoming calls/correspondence, make initial assessments, and allocate cases appropriately.

  • Focus on strengthening family resilience and safeguarding children within the community.

 Location & contract

  • Base: Spindles Shopping Centre, George Street, Oldham, OL1 1LF.

  • Contract: Permanent.

  • Hours: 36.66 hours per week (full-time).

  • Salary: £28,598–£31,022 per annum (Grade 4).

  Key responsibilities

  • Answer and manage all incoming calls and correspondence to the Duty and Advice team.

  • Gather clear, accurate information and make an initial view to allocate contacts to the correct service/person.

  • Input and maintain records on Children’s electronic systems, adhering to GDPR.

  • Produce system data and reports for senior leadership at short notice.

  • Support the team in maintaining accurate, up-to-date electronic systems.

  • Liaise professionally with members of the public and multi-agency professionals.

  • Prioritise and adapt to unpredictable demand in a fast-paced environment.

  Skills & experience required

  • Strong verbal communication and listening skills.

  • Competence using electronic case systems and Excel.

  • Ability to prioritise tasks and work calmly under pressure.

  • Accurate data entry and attention to detail.

  • Professional, patient, and empathetic approach when dealing with families in crisis.

  • Experience of administrative or front-line support in social care or related settings desirable (not always essential).

  Values & behaviours

  • Work with a resident focus, support local leaders and commit to the borough.

  • Demonstrate delivery, ownership, and the drive to improve services in line with Oldham’s values.

  Benefits & employee support

  • 25 days annual leave (increases after 5 and 10 years) plus option to buy additional leave.

  • LGPS pension scheme with options for additional contributions.

  • Wellbeing support, Employee Assistance Programme, and access to Oldham Active fitness offers.

  • Staff discount schemes, salary sacrifice options, recognition events and peer support groups.

  • Inclusive recruitment adjustments and guaranteed assessment scheme for certain applicant groups.

   Additional information

  • Closing date: Wednesday 19th November 2025.

  • Interviews: TBC.

  • Applicants encouraged to read the Oldham corporate plan and values.

  • Commitment to safeguarding: all appointments subject to appropriate checks and references.

  How to enquire / apply

  • Informal enquiries: Kelly Duckworth, Team Manager (contact details available on the Oldham Council jobs page).

  • Apply via Oldham Council’s official jobs/careers portal (follow the Totaljobs/Oldham vacancy listing to the official application link).

  Notes

  • The service works across a highly diverse community and expects staff to be flexible and culturally competent.

  • Applicants with disabilities, care-experience, carers, or veterans who meet essential criteria may be eligible for guaranteed assessment.

Disclaimer

This job listing is aggregated from publicly available sources. We are not the employer. Please apply only via the official careers page. Please apply to MASH Customer Support Officer, Oldham only through the official careers website given apply link.

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Apply for MASH Customer Support Officer in Oldham — join a dedicated children’s duty team, deliver safeguarding-focused support, and develop administrative expertise.

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