Employment Type: 37.5 hours per week including working alternate weekends
About the Role
As a Customer Service Advisor, 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
1. Answer incoming calls promptly and professionally
2. Make outbound calls for follow-ups and show rounds
3. Handle enquiries, requests, and complaints calmly and courteously
4. Accurately record call details using the Enquiry Management system
5. Escalate complex or urgent issues to the appropriate care home team
6. Meet performance targets, including call handling times and customer satisfaction
7. Maintain strict confidentiality and comply with data protection requirements
8. Develop a strong understanding of the Hartford Care group of homes
What We’re Looking For
Essential:
9. Experience in customer service, call centre, healthcare, or care-related roles
10. Excellent verbal and written communication skills
11. Compassionate, patient, and respectful approach
12. Strong organisational skills and reliability
13. Ability to follow procedures, policies, and escalation processes
14. Competent in Microsoft Office
15. 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:
16. Be heard through the Hartford Voice Forum
17. Occupational sick pay and annual pay reviews
18. Life insurance and enhanced parental leave pay
19. Recruitment referral bonuses
20. Blue Light discounts
21. Free DBS check and NMC PIN reimbursement
22. Salary sacrifice schemes and access to Wagestream (draw down earned pay before payday!)
23. A wide range of learning and development opportunities