Customer Care Coordinator

Hewett-Recruitment; Worcester; On-site; GBP 14,000 - 21,000; Full time

Job summary

Hewett-Recruitment in Worcester is seeking a Customer Care Coordinator to be the primary contact for clients accessing our services and to manage communications from service users, families, and healthcare professionals. You will ensure all enquiries are handled in line with individual support plans and maintain accurate records, delivering compassionate, professional service at every contact.

The role is full-time, office-based (40 hours/week) with a 4-week rotating shift pattern including

Qualifications

• Previous experience in telephone-based customer service.
• Exceptional communication skills with professional telephone manner.
• Ability to adapt quickly to varying service user needs.
• Strong organisational capabilities with attention to detail.
• Proficiency in Microsoft Office applications.
• Experience working with in-house systems and databases.
• Commitment to maintaining caring and respectful communication standards.

Responsibilities

• Respond promptly to incoming calls with excellent customer service standards.
• Update care records 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.
• 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.

Skills

Phone support

Communication

Organization

MS Office

In-house systems

Databases

Tools

Microsoft Office

In-house systems

Job description

Customer Care Coordinator (HQ00038566) Worcester, England

Salary: GBP12.71 - GBP12.71 per hour

Customer Care Coordinator Rota Days

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

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

Yes, I am currently eligible to work (work permit/visa/citizenship) in the country to which I am applying. No, I am not currently eligible to work (work permit/visa/citizenship) in the country to which I am applying.