Job description
Customer Care Coordinator - 2 Positions Available
Position Types: 1 Contract Role | 1 Temporary-to-Permanent Role
Location: Worcester (Full-time office-based)
Salary: £12.21 per hour
Hours: 41.5 hours per week, Monday-Friday with alternating weekend shifts
Shift Pattern: 2 weeks 7am-4pm, followed by 2 weeks 1pm-10pm (rotating)
Security Clearance: DBS check required upon successful appointment
About the Role - Customer Service Representative
As a Customer Care Coordinator, you will serve as the primary point of contact for clients accessing our services, managing communications from service users, family members, and healthcare professionals. You will ensure all service user enquiries are handled in accordance with their individual support plans. If you have a genuine passion for delivering exceptional customer service, this opportunity is ideal for you.
Key Responsibilities - Customer Service Representative
Customer Service & Communication
1. Respond promptly to incoming calls with excellent customer service standards
2. Update care records as necessary to ensure service user welfare
3. Conduct scheduled outbound calls to monitor service user wellbeing
4. Build strong rapport with service users to understand their individual needs
Emergency Response & Coordination
5. Efficiently mobilise responder and emergency services when required
6. Prioritise alerts and notifications effectively
7. Provide proactive and reactive support following appropriate escalation procedures
8. Distribute clinical information to ensure timely equipment and service delivery
Administrative & Support Functions
9. Provide care, support, and coordination according to co-produced care plans
10. Maintain detailed process documentation and accurate record keeping
11. Report equipment repairs and requirements to the relevant Service Centre
12. Ensure service users remain well-informed and engaged with their care
Essential Requirements - Customer Service Representative
Experience & Skills
13. Previous experience in telephone-based customer service or customer care
14. Exceptional communication skills with professional telephone manner
15. Ability to adapt quickly to varying service user needs
16. Strong organisational capabilities with attention to detail
Technical Competencies
17. Proficiency in Microsoft Office applications
18. Experience working with in-house systems and databases
19. Commitment to maintaining caring and respectful communication standards
Application Details
Immediate start available for suitable candidates willing to begin on a temporary contract basis.