Customer Service 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

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.

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

What We’re Looking For

Essential

• 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