Customer Liaison Coordinator - Head Office - Benfleet

Runwood Homes Limited; Benfleet; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

28 days holiday

Pension scheme

Blue Light Card

Employee Assistance

Career progression

On-site parking

Job summary

Runwood Homes is recruiting a confident Customer Liaison Coordinator to be the first point of contact for prospective residents, families, and the public. This telephone-based role provides a professional, friendly service and directs enquiries to the appropriate team.

Working Monday to Friday, 9am–5pm, in our office, you will answer calls, arrange visits, maintain records, and liaise with care home teams to ensure a high-quality, empathetic experience.

Qualifications

• Experience in a customer service or contact centre role.
• Excellent telephone manner and professional communication.
• Caring, empathetic and approachable.
• Strong organisational skills and attention to detail.
• Proficient with email and Microsoft Office applications.

Responsibilities

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

Skills

Telephone etiquette

Customer service

Communication skills

IT skills

Microsoft Office

Job description

Shift Patterns: Monday to Friday, 9am - 5pm (fully office-based)

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.

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