Customer Care Coordinator

Helping Hands Homecare; Peterborough; On-site; GBP 23,000 - 31,000; Full time

Benefits offered by this job

25 days annual leave

Employee Assistance Programme

Blue Light Card (Free)

Career development opportunities

Supportive culture

Job summary

Helping Hands Homecare, Inc. is seeking a Customer Care Coordinator in Peterborough to manage the Live‑In Care service, coordinating carers and ensuring customers receive outstanding support daily.

You will serve as the essential link between customers, carers, and internal teams, overseeing the delivery of high-quality placements with a focus on exceptional service and smooth operations.

Qualifications

• Experience in customer care, complaint handling or service coordination.
• Strong problem-solving skills and exceptional attention to detail.
• Excellent organisational and multitasking abilities.

Responsibilities

• Managing customer and carer queries, resolving issues effectively and efficiently.
• Keeping Managers informed of carer availability, updates and support needs.
• Maintaining accurate, compliant customer and carer documentation.
• Scheduling and matching carers to customer placements with care and precision.
• Providing day-to-day support to Live-In Carers.
• Liaising with new customers to ensure their requirements are fully understood and met.
• Ensuring an exceptional customer experience at every stage.

Skills

Customer care

Complaint handling

Service coordination

Organisational skills

MS Word

MS Excel

Multitasking

Tools

Microsoft Word

Excel

Job description

Customer Care Coordinator

Department: East 2

Employment Type: Permanent - Full Time

Location: Peterborough

Reporting To: Jennifer Goodman

Compensation: £27,000 / year

Description

Extraordinary Care. Extraordinary Culture. Extraordinary Careers.

At Helping Hands, kindness is our foundation. From our first kitchen‑table beginnings to the thousands‑strong team we are today, we’re united by one belief: everyone deserves to live well in the place they call home. If you’re passionate about creating meaningful digital experiences and want a role where your work genuinely helps families find the care they need, there’s a place for you here.

To support our continued growth, we’re recruiting a Customer Care Coordinator to play a pivotal role in the success of our Live‑In Care service, ensuring our customers and carers receive exceptional support every day.

As a Customer Care Coordinator, you’ll manage and monitor the delivery of a high‑quality live‑in care service. You’ll be responsible for the coordination, deployment and day‑to‑day support of our Live‑In Carers while helping ensure every customer receives a consistent, outstanding experience.

You’ll act as an essential link between customers, carers, internal teams and the wider region — keeping everything running smoothly and ensuring every placement is set up for success.

Key Responsibilities

• Managing customer and carer queries, resolving issues effectively and efficiently
• Keeping Managers informed of carer availability, updates and support needs
• Maintaining accurate, compliant customer and carer documentation
• Scheduling and matching carers to customer placements with care and precision
• Providing day‑to‑day support to Live‑In Carers
• Liaising with new customers to ensure their requirements are fully understood and met
• Ensuring an exceptional customer experience at every stage

Please note: There is no requirement to deliver hands‑on care in this role.

Who you are

You thrive in a fast‑paced environment and bring energy, motivation and a strong customer‑focused mindset to everything you do. You’re confident managing relationships, resolving challenges and influencing others in a calm and compassionate way.

You’ll bring:

• Previous experience in customer care, complaint handling or service coordination
• Strong problem‑solving skills and exceptional attention to detail
• Excellent organisational skills and the ability to multitask effectively
• Proficiency in Microsoft Word and Excel, with confidence navigating multiple databases
• A positive, collaborative and solutions‑focused approach

Why Helping Hands?

• 25 days annual leave
• Access to our Employee Assistance Programme
• Free Blue Light Card
• Career development and progression opportunities
• A welcoming, supportive and purpose‑driven culture where everyone is valued