Customer Liaison Coordinator

Runwood Homes Ltd; Hadleigh; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

28 days Paid Holiday

Pension Scheme

Blue Light Card and discounts

Employee Assistance Scheme

Opportunities to progress your career

Free on-site parking

Job summary

Runwood Homes Ltd. is seeking a confident Customer Liaison Coordinator to be the first point of contact for prospective residents, families and the public. This telephone-based role requires a professional, empathetic approach and the ability to direct enquiries to the right team.

You will handle calls and emails, book visits, maintain accurate records, and deliver a compassionate customer experience across our care homes in England. Full-time hours, Monday–Friday 9am–5pm, in-house with parking.

Qualifications

• Experience in customer service or contact centre.
• Excellent telephone manner and professional communication.
• Proficient with email and basic IT tools.

Responsibilities

• Answer incoming calls and respond to emails from prospective residents, families and the public.
• Provide accurate information about care homes and services offered.
• Arrange and coordinate care home visits for prospective residents and families.
• Liaise with care home teams to manage enquiries promptly.
• Maintain accurate records of enquiries and follow-up actions.
• Deliver a professional, empathetic customer experience on every interaction.
• Remain calm when handling sensitive conversations.

Skills

Customer Service

Telephone Etiquette

Empathy

Communication Skills

Organization

Tools

Microsoft Office

Job description

Customer Liaison Coordinator

Shift Patterns: Monday to Friday, 9am - 5pm

About the role

We are looking for a confident and compassionate Customer Liaison Coordinator to become the first point of contact for prospective residents, families, and members of the public. This is a telephone-based role where you will provide a professional, friendly, and efficient service, ensuring every enquiry is handled with care and directed to the appropriate team.

Key responsibilities

• Answer incoming telephone calls and respond to email enquiries from prospective residents, families, and the general 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 or challenging conversations.

Benefits of working with Runwood Homes

• 28 days Paid Holiday
• Pension Scheme
• Blue Light Card and access to various other discounts on travel, restaurants, days out and leisure
• Employee Assistance Scheme that is also available to immediate family members
• Opportunities to progress your career within the company
• Free, on-site parking

About you

The successful Customer Liaison Coordinator will have previous experience in a customer service, contact centre, or other customer‑facing role, with an excellent telephone manner and confident, professional communication skills. You will be caring, empathetic, and approachable, with the ability to work independently while managing multiple tasks effectively. Strong organisational skills, excellent attention to detail, and the ability to remain calm under pressure in a busy environment are essential. Applicants should also possess good IT skills and be confident using email and Microsoft Office applications.

About Runwood Homes

Established in 1987, Runwood Homes is a leading provider of residential care, dementia care, and nursing care services, with a portfolio of 57 homes across England. Our commitment to delivering personalised care is at the core of our mission, as we strive to celebrate the lives of each and every one of our residents.

At Runwood Homes, we prioritise the professional development of our staff by investing in comprehensive internal, external, and e‑training programs at all levels. This dedication to continuous learning and growth ensures that our team is equipped to provide the highest quality of care to our residents.

As we look towards the future, our reputation for delivering innovative care for individuals living with dementia continues to flourish. We are dedicated to pushing the boundaries of care excellence and setting new standards in the industry.

All appointments are subject to safer recruitment requirements to ensure the safeguarding of adults. All positions will involve appropriate checks and clearances