Customer Care Advisor

Red Recruitment; West Boldon; On-site; GBP 16,000 - 26,000; Part time

Benefits offered by this job

Full training

Supportive team environment

Meaningful role helping families

Ownership of customer journey

Possible permanent opportunities

Job summary

Red Recruitment is recruiting compassionate and people-focused Customer Care Advisors to support families exploring care options. You will be the first contact, listening and guiding during what can be an emotional time, managing enquiries from initial contact through to potential admission.

This temporary role offers full training, a supportive team environment and potential permanent opportunities depending on business needs. Boldon Colliery locality is the base for this position.

Qualifications

• Experience in customer service, hospitality, healthcare, retail, education or community-focused roles is beneficial but not essential.
• Natural compassion, patience and understanding.
• Excellent verbal and written communication skills.
• Warm, professional and reassuring telephone manner.
• Confident handling sensitive conversations.
• Strong listening skills and ability to understand individual circumstances.
• Organised and reliable with attention to detail.
• Proficient in using computer systems and maintaining records.
• Motivated by helping people make informed decisions.
• Able to work towards targets for call quality and appointments.

Responsibilities

• Handle inbound and outbound care enquiries via calls, voicemails and webforms.
• Provide clear, compassionate guidance to families.
• Build trust with families during sensitive conversations.
• Arrange care home visits and show-round appointments for prospective residents.
• Own each enquiry from first contact through admission.
• Schedule follow-up calls and maintain family communication.
• Coordinate with care home teams for next steps.
• Arrange pre-admission assessments and viewings.
• Follow up after visits to answer questions.
• Maintain accurate records throughout the enquiry journey.
• Direct supplier, resident relative and applicant enquiries to appropriate teams.
• Aim for targets related to call quality and appointment generation.
• Ensure interactions comply with company standards and regulatory requirements.

Skills

Communication skills

Empathy

Active listening

Organised

Attention to detail

Record keeping

Telephone manner

Customer service

Job description

Customer Care Advisor

Red Recruitment is recruiting compassionate and people-focused Customer Care Advisors to join our client's supportive care enquiries team on a temporary basis.

You will be the first point of contact for families exploring care options for their loved ones. This is much more than a traditional call-handling role: you will listen, reassure and guide people through what can be an emotional and uncertain time.

You will manage each enquiry from the initial conversation through to a care home visit and potential admission, ensuring every family receives thoughtful, consistent support.

Package for Customer Care Advisor

• Salary: £12.87 per hour
• Hours: 40 hours, working between 8.00am and 6.00pm Monday to Friday and 9.00am to 5.00pm Saturday and Sunday, including one in every two weekends
• Contract: Temporary, with the potential to become permanent depending on future business requirements
• Location: Boldon Colliery

• Full training and ongoing support
• Friendly and supportive team environment
• Meaningful role helping families make important care decisions
• Opportunity to take ownership of the complete customer journey
• Potential permanent opportunities, subject to business requirements

Key Responsibilities of a Customer Care Advisor

• Handle new and existing care enquiries through inbound and outbound calls, voicemails and online webforms.
• Listen carefully to each family's circumstances and provide clear, compassionate guidance.
• Build trust and meaningful connections with families during sensitive conversations.
• Arrange care home visits and show-round appointments for prospective residents and their families.
• Retain ownership of each enquiry from the initial contact through to admission.
• Schedule timely follow-up calls and maintain regular communication with families.
• Liaise closely with care home teams to share information and coordinate next steps.
• Arrange pre-admission assessments, appointments and care home viewings.
• Follow up with families after visits to ensure their questions have been answered.
• Maintain accurate and detailed records throughout the enquiry journey.
• Handle enquiries from suppliers, residents' relatives and job applicants, directing them to the appropriate teams.
• Work towards individual and team targets relating to call quality, customer ownership and appointment generation.
• Ensure every interaction complies with company standards, regulatory requirements and customer care best practice.

Key Skills and Experience of a Customer Care Advisor

• Previous experience in customer service, hospitality, healthcare, retail, education or a community-focused role would be beneficial but is not essential.
• Naturally compassionate, patient and understanding approach.
• Excellent verbal and written communication skills.
• Warm, professional and reassuring telephone manner.
• Confident handling sensitive and potentially emotional conversations.
• Strong listening skills with the ability to understand each customer's individual circumstances.
• Organised and reliable, with excellent attention to detail.
• Confident using computer systems and maintaining accurate customer records.
• Motivated by helping people make informed and important decisions.
• Able to work towards quality, service and appointment-booking targets.