Customer Care Enquiries Advisor
Location: Leeds (Hybrid) Salary: £27,000 Hours: Shifts between 8am–5pm
If you’re passionate about delivering exceptional customer experiences and thrive in a fast‑paced, people‑focused environment, this is a brilliant opportunity to join MMCG as a Customer Care Enquiries Advisor. You’ll play a key role in supporting families and professionals as they navigate important care decisions, ensuring every interaction is warm, empathetic and informative.
About the Role
As a Customer Care Enquiries Advisor, you’ll be the first point of contact for prospective residents, families and professionals. Your mission is to provide outstanding service, nurture enquiries, and help drive occupancy across our homes through timely, proactive and compassionate communication.
You’ll handle a blend of inbound and outbound calls, build trust quickly, and guide customers through their journey — from initial enquiry to show round, assessment and admission.
What You’ll Be Doing
* Responding to inbound enquiries with professionalism, empathy and confidence.
* Carrying out structured outbound follow‑ups to progress warm leads and re‑engage dormant enquiries.
* Understanding and recording reasons for non‑conversion, capturing insight to support continuous improvement.
* Presenting MMCG homes, services and facilities clearly and accurately.
* Maintaining high‑quality, accurate CRM records at all times.
* Working closely with Home Managers and Customer Relations Managers to support occupancy targets.
* Meeting KPIs across call quality, contact rates, enquiry progression, show round bookings and conversion.
* Ensuring all interactions reflect MMCG values and deliver an exceptional customer experience.
* Adhering to GDPR and Data Protection requirements.
* Supporting team administration and contributing ideas for process and service improvements.
What You’ll Bring
* Experience in telephone‑based customer service, ideally in healthcare or another sensitive, people‑focused sector.
* Background in sales, lead generation or conversion‑driven environments with proven KPI achievement.
* Strong understanding of customer decision‑making and the enquiry‑to‑admission journey.
* Confident communication skills with the ability to build rapport quickly.
* Excellent questioning, listening and persuasion skills.
* Resilience, enthusiasm and a proactive approach to follow‑up.
* Competence with CRM systems and Microsoft Office.
* Knowledge of GDPR (2018), Data Protection and the Equality Act (2010).
* A collaborative, team‑focused mindset.
Benefits
* Simply Health plan (cashback for prescriptions, optical & dental, virtual GP access)
* Discounts across major retailers, leisure providers and hospitality
* Royal London pension scheme
* Personal car leasing via salary sacrifice*
* 25 days holiday plus bank holidays
* Holiday Flex – option to purchase additional leave**
* Enhanced maternity, paternity and adoption pay, plus £200 new child payment
* Flexible working patterns
* Cycle to Work scheme**
* Service recognition
* Training, development and progression opportunities
* Employee Assistance Programme & wellbeing support
* Discounted gym membership
* Eligibility for Blue Light Card
* Subsidised BHSF Sick Pay Cover
* BHSF Life, Cancer & Personal Accident Cover
* Free Company Shop membership
* Free Will Service
* Concerts for Carers access
* Leeds Credit Union savings & loans
* Tickets for Good
* Tax Refund Company support
Benefits available after 12‑week probation
Subject to salary sacrifice rules and National Living Wage thresholds
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