Employment Type: 37.5 hours per week including working alternate weekends. This is an office based position, no hybrid or remote working.
About The Role
As an Enquiries Assistant, you will manage incoming and outgoing calls, respond to enquiries and concerns, and ensure information is recorded accurately and handled in line with company policies. You'll play an important role in supporting our care homes and maintaining a high standard of customer experience.
Key Responsibilities
Answer incoming calls promptly and professionally
Make outbound calls for follow-ups and show rounds
Handle enquiries, requests, and complaints calmly and courteously
Accurately record call details using the Enquiry Management system
Escalate complex or urgent issues to the appropriate care home team
Meet performance targets, including call handling times and customer satisfaction
Maintain strict confidentiality and comply with data protection requirements
Develop a strong understanding of the Hartford Care group of homes
Essential
What We're Looking For
Experience in customer service, call centre, healthcare, or care-related roles
Excellent verbal and written communication skills
Compassionate, patient, and respectful approach
Strong organisational skills and reliability
Ability to follow procedures, policies, and escalation processes
Competent in Microsoft Office
Flexible to work shifts, including weekends (and evenings if required)
What You'll Get
We believe in looking after the people who look after others. Here's what's waiting for you:
Be heard through the Hartford Voice Forum
Occupational sick pay and annual pay reviews
Life insurance and enhanced parental leave pay
Recruitment referral bonuses
Blue Light discounts
Free DBS check and NMC PIN reimbursement
Salary sacrifice schemes and access to Wagestream (draw down earned pay before payday)
A wide range of learning and development opportunities