Care Home Customer Experience Advisor

Hartford Care Ltd.; Basingstoke; On-site; GBP 40,000 - GBP 60,000; Full time

Job summary

A healthcare service provider in Basingstoke is seeking a Customer Service Advisor to manage calls, respond to inquiries, and maintain high customer experience standards. Ideal candidates will have a strong background in customer service, excellent communication skills, and the ability to work in a fast-paced environment. This role requires flexibility for shifts, including weekends, and offers a range of benefits including occupational sick pay and learning opportunities.

Benefits

Occupational sick pay

Annual pay reviews

Life insurance

Enhanced parental leave pay

Recruitment referral bonuses

Blue Light discounts

Free DBS check

NMC PIN reimbursement

Salary sacrifice schemes

Access to Wagestream

Qualifications

• Experience in customer service, call centre, healthcare, or care-related roles.
• Excellent verbal and written communication skills.
• Compassionate, patient, and respectful approach.
• Strong organizational skills and reliability.
• Ability to follow procedures, policies, and escalation processes.
• Competent in Microsoft Office.
• Flexible to work shifts, including weekends.

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 company.

Skills

Customer service experience

Verbal and written communication

Organizational skills

Flexibility to work shifts

Competent in Microsoft Office

Job description

A healthcare service provider in Basingstoke is seeking a Customer Service Advisor to manage calls, respond to inquiries, and maintain high customer experience standards. Ideal candidates will have a strong background in customer service, excellent communication skills, and the ability to work in a fast-paced environment. This role requires flexibility for shifts, including weekends, and offers a range of benefits including occupational sick pay and learning opportunities.