Customer Care Coordinator

Hewett Recruitment; Worcester; On-site; GBP 17,000 - 21,000; Full time

Job summary

Hewett Recruitment is seeking a Customer Care Coordinator for Worcester. This full-time, office-based role supports clients and health professionals, handling enquiries and coordinating care within individual support plans.

You will respond to calls, update records, monitor wellbeing, and escalate emergencies, while maintaining accurate documentation and strong communication throughout the care team.

Qualifications

• Experience in telephone-based customer service or care roles.
• Excellent communication and professional telephone manner.
• Ability to adapt quickly to varying service user needs.
• Strong organisational skills with attention to detail.

Responsibilities

• Respond promptly to incoming calls with high service standards.
• Update care records to ensure service user welfare.
• Conduct outbound calls to monitor wellbeing.
• Build rapport to understand individual needs.
• Mobilise responders and emergency services when required.
• Prioritise alerts and notifications effectively.
• Provide escalation-based support and documentation.
• Distribute clinical information for timely delivery.

Skills

Telephone-based customer service

Exceptional communication

Adaptability to service user needs

Strong organisational skills

Tools

Microsoft Office

In-house systems and databases

Job description

Customer Care Coordinator Rota Days

Multiple positions available

Location: Worcester (Full-time office-based)
Salary: £12.71 per hour
Hours: 40 hours per week
Working Pattern: Full-time, 4-week rotating shift pattern including early shifts (07:00-17:00), day shifts (07:00-16:00/16:30), and late shifts (12:00-22:00). Includes every other weekend.
Security Clearance: DBS check required upon successful appointment

About the Role - Customer Service Representative

As a Customer Care Coordinator, you will serve as the primary point of contact for clients accessing our services, managing communications from service users, family members, and healthcare professionals. You will ensure all service user enquiries are handled in accordance with their individual support plans. If you have a genuine passion for delivering exceptional customer service, this opportunity is ideal for you.

Key Responsibilities - Customer Service Representative

Customer Service & Communication

• Respond promptly to incoming calls with excellent customer service standards
• Update care records as necessary to ensure service user welfare
• Conduct scheduled outbound calls to monitor service user wellbeing
• Build strong rapport with service users to understand their individual needs

Emergency Response & Coordination

• Efficiently mobilise responder and emergency services when required
• Prioritise alerts and notifications effectively
• Provide proactive and reactive support following appropriate escalation procedures
• Distribute clinical information to ensure timely equipment and service delivery

Administrative & Support Functions

• Provide care, support, and coordination according to co-produced care plans
• Maintain detailed process documentation and accurate record keeping
• Report equipment repairs and requirements to the relevant Service Centre
• Ensure service users remain well-informed and engaged with their care

Essential Requirements - Customer Service Representative

Experience & Skills

• Previous experience in telephone-based customer service or customer care
• Exceptional communication skills with professional telephone manner
• Ability to adapt quickly to varying service user needs
• Strong organisational capabilities with attention to detail

Technical Competencies

• Proficiency in Microsoft Office applications
• Experience working with in-house systems and databases
• Commitment to maintaining caring and respectful communication standards

Application Details

Immediate start available for suitable candidates willing to begin on a temporary contract basis.