Care Enquiries Liaison — Compassionate First Contact

Runwood Homes; Hadleigh; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

28 days holiday

Pension scheme

Blue Light Card discounts

Career progression opportunities

Employee assistance

Job summary

Runwood Homes is seeking a confident and compassionate Customer Liaison Coordinator to be the first point of contact for prospective residents, families and the public. This telephone-based role delivers a professional, friendly service and coordinates visits with care home teams.

You will answer calls and emails, provide accurate information about our care homes, maintain records, and ensure enquiries are handled with care and empathy in a busy office environment.

Qualifications

• Experience in customer service or contact centre.
• Excellent telephone manner and professional communication.
• Caring, empathetic and approachable.
• Able to work independently with multi-tasking.
• Strong organisational skills and attention to detail.
• Proficient in IT and Microsoft Office.

Responsibilities

• Answer calls and respond to email enquiries from prospective residents, families and the public.
• Provide accurate information about our care homes and the services we offer.
• Arrange and coordinate care home visits for prospective residents and their families.
• Liaise closely with care home teams to ensure enquiries and requests are managed promptly and efficiently.
• Maintain accurate records of all enquiries and follow-up actions.
• Deliver a professional, empathetic, and customer-focused experience on every interaction.
• Remain calm and supportive when handling sensitive conversations.

Job description

Runwood Homes is seeking a confident and compassionate Customer Liaison Coordinator to be the first point of contact for prospective residents, families and the public. This telephone-based role delivers a professional, friendly service and coordinates visits with care home teams.

You will answer calls and emails, provide accurate information about our care homes, maintain records, and ensure enquiries are handled with care and empathy in a busy office environment.