Job Description:

Customer Care Advisor

Red Recruitment is recruiting compassionate and people-focused Customer Care Advisors to join our client's supportive care enquiries team on a temporary basis.

You will be the first point of contact for families exploring care options for their loved ones. This is much more than a traditional call-handling role: you will listen, reassure and guide people through what can be an emotional and uncertain time.

You will manage each enquiry from the initial conversation through to a care home visit and potential admission, ensuring every family receives thoughtful, consistent support.

Package for Customer Care Advisor:

Salary: £12.87 per hour
Hours: 40 hours, working between 8.00am and 6.00pm Monday to Friday and 9.00am to 5.00pm Saturday and Sunday, including one in every two weekends
Contract: Temporary, with the potential to become permanent depending on future business requirements
Location: Boldon Colliery

• Full training and ongoing support
• Friendly and supportive team environment
• Meaningful role helping families make important care decisions
• Opportunity to take ownership of the complete customer journey
• Potential permanent opportunities, subject to business requirements

Key Responsibilities of a Customer Care Advisor:

• Handle new and existing care enquiries through inbound and outbound calls, voicemails and online webforms.
• Listen carefully to each family's circumstances and provide clear, compassionate guidance.
• Build trust and meaningful connections with families during sensitive conversations.
• Arrange care home visits and show-round appointments for prospective residents and their families.
• Retain ownership of each enquiry from the initial contact through to admission.
• Schedule timely follow-up calls and maintain regular communication with families.
• Liaise closely with care home teams to share information and coordinate next steps.
• Arrange pre-admission assessments, appointments and care home viewings.
• Follow up with families after visits to ensure their questions have been answered.
• Maintain accurate and detailed records throughout the enquiry journey.
• Handle enquiries from suppliers, residents' relatives and job applicants, directing them to the appropriate teams.
• Work towards individual and team targets relating to call quality, customer ownership and appointment generation.
• Ensure every interaction complies with company standards, regulatory requirements and customer care best practice.

Key Skills and Experience of a Customer Care Advisor:

• Previous experience in customer service, hospitality, healthcare, retail, education or a community-focused role would be beneficial but is not essential.
• Naturally compassionate, patient and understanding approach.
• Excellent verbal and written communication skills.
• Warm, professional and reassuring telephone manner.
• Confident handling sensitive and potentially emotional conversations.
• Strong listening skills with the ability to understand each customer's individual circumstances.
• Organised and reliable, with excellent attention to detail.
• Confident using computer systems and maintaining accurate customer records.
• Motivated by helping people make informed and important decisions.
• Able to work towards quality, service and appointment-booking targets.

If you are compassionate, resilient and motivated by making a genuine difference to families at an important point in their lives, please apply now for this Customer Care Advisor position!

Red Recruitment (Business)