Care Enquiries Coordinator

Hartford Care; England; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Blue Light discounts

Life insurance and parental leave pay

DBS check and PIN reimbursement

Salary sacrifice schemes and WagStream

Learning and development opportunities

Job summary

Hartford Care is seeking an Enquiries Assistant to join our office-based team and support our care homes. You will manage incoming and outgoing calls, respond to enquiries and concerns, and ensure information is recorded accurately in line with policies.

You will contribute to maintaining a high standard of customer experience, handle requests and complaints, and work toward performance targets while respecting confidentiality and data protection requirements.

Qualifications

• 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.

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.

Skills

Customer service experience

Call centre experience

Healthcare/care exposure

Verbal and written communication

Organisational skills

Microsoft Office

Tools

Microsoft Office

Job description

Hartford Care is seeking an Enquiries Assistant to join our office-based team and support our care homes. You will manage incoming and outgoing calls, respond to enquiries and concerns, and ensure information is recorded accurately in line with policies.

You will contribute to maintaining a high standard of customer experience, handle requests and complaints, and work toward performance targets while respecting confidentiality and data protection requirements.