You'll be part of our Care Help Team, speaking directly with families who need support finding a care home for a loved one. These conversations often come at a time of crisis - your job is to offer calm, expert guidance and make a stressful task feel more manageable.
Responsibilities include:
1. Conduct inbound and outbound calls to understand each care seeker's situation.
2. Build personalised shortlists using our directory and filters.
3. Accurately complete enquiry forms and maintain records in Zendesk.
4. Follow up with families when needed to guide next steps.
5. Escalate sensitive or urgent cases to a team leader.
6. Contribute insights and feedback to improve the service.
You'll thrive in this role if you:
* Are empathetic and emotionally intelligent, even under pressure.
* Listen actively and give clear, confident advice.
* Take ownership of follow-ups and details - nothing gets missed.
* Write and speak with clarity and warmth.
* Support your teammates and contribute to a positive team culture.
We offer opportunities for progression as the Care Help Team grows and evolves, and we'll support you to develop the skills and confidence to take on more responsibility over time.
Our company, Tomorrow's Guides, operates three leading UK care directory websites: carehome.co.uk, homecare.co.uk, and daynurseries.co.uk, serving over 22.5 million visitors annually. We have over 15,000 customers across the care and nursery sectors. Our team is made up of various departments including Sales, Marketing, Customer Service, and more. We are a friendly, supportive, and transparent organization that values teamwork and growth.
We are seeking new team members who are flexible to work shifts including evenings (up to 8pm) and weekends (both Saturdays and Sundays). Shifts follow a 4-week rota, which may include early shifts, evenings, standard hours, and weekend shifts. This schedule is a permanent part of the role.
The salary range is £26,000-£28,000 per year, depending on experience, plus up to £4,000 annual discretionary bonus. Benefits include 25 days holiday plus bank holidays, a 6% employer pension contribution, salary sacrifice schemes, Perkbox membership, Long Service Awards, hybrid working, and regular staff events.
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