Job Title: Customer Care Advisor
Location: Norwich Office (Supporting Care Homes in Norfolk & Suffolk)
Salary: £25,000 per annum
Hours: Full-time, Monday - Friday, 9:00 AM - 5:00 PM
About Us:
Our client: A dedicated group of care homes providing high-quality residential and nursing care across Norfolk and Suffolk. Mission: To ensure that every resident receives compassionate, professional, and person-centered care. We are now looking for a Customer Care Advisor to join our team in Norwich to support our care homes by managing enquiries from healthcare providers and families.
The Role:
As a Customer Care Advisor, you will be the first point of contact for all enquiries, providing exceptional customer service and ensuring that all queries are managed efficiently and professionally. You will handle telephone and email communications, offering support, signposting queries appropriately, and overseeing the enquiry process from initial contact to resolution.
Key Responsibilities:
* Answer incoming calls and emails from healthcare professionals, families, and other stakeholders, ensuring a professional and compassionate approach.
* Provide information about our care homes and services, signposting enquiries to the relevant home or team as necessary.
* Manage and track enquiries, ensuring a seamless process from initial contact to resolution.
* Maintain accurate records and databases, ensuring all information is logged correctly.
* Liaise with care home managers and the wider team to provide updates on enquiries and referrals.
* Offer administrative support, including handling documentation related to placements and referrals.
* Ensure a high level of confidentiality and professionalism in all interactions.
* Demonstrate compassion and empathy when working with families, understanding that they may be going through a challenging time as they transition a loved one into care.
* Monitor and manage key performance indicators, including occupancy rates and average weekly fees, to meet financial and operational goals.
* Work closely with the Home Manager and other team members to ensure cohesive and efficient operations.
What Were Looking For:
* Previous experience in a customer service, administrative, or receptionist role.
* Excellent communication and interpersonal skills with a compassionate approach.
* Strong IT skills, including proficiency in Microsoft Office (Outlook, Word, Excel) and CRM systems.
* Ability to handle multiple enquiries and prioritize tasks effectively.
* Attention to detail and accuracy in managing records and emails.
* A proactive and positive attitude, with the ability to work both independently and as part of a team.
* Experience in the healthcare or care home sector is desirable but not essential.
What Our Client Offers:
* A supportive and friendly working environment.
* Opportunities for professional growth and development.
* The chance to make a meaningful impact in the lives of residents and their families.
Interview Process:
There will be a one-stage, face-to-face interview with the Care Operations Director in Norwich office.
For more information, email lauren.pashley@affinitycarerecruitment.co.uk or apply now