Customer Relations Advisor

CARE SOUTH; Poole; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

25 days holiday

Pension scheme

Life Assurance

Wellbeing support

Induction & training

Career progression

Blue Light Card

Staff associations

Local rewards

Stars Awards

Job summary

Care South is seeking a Customer Relations Advisor to be the first contact for people seeking advice and support. You will guide families through the care journey, provide information and reassure at every step, coordinating with care teams to ensure exceptional service.

Key duties include handling enquiries by phone/email, managing records in the CRM, and helping prospective clients through assessment and admissions, while delivering compassionate, patient-focused support.

Qualifications

• Experience delivering high‑quality customer service in a busy environment.
• Ability to listen and understand individual care needs.
• Competent with CRM and Office tools to manage enquiries.

Responsibilities

• Be the welcoming first point of contact via phone, email and online.
• Listen to understand circumstances and care needs.
• Provide clear information about care homes, home care and other services.
• Guide clients through enquiry, assessment and admissions processes.
• Maintain records in CRM and coordinate with care teams.
• Support conversion of enquiries into new services while prioritising needs.

Skills

Excellent communication

Empathy

Organisational skills

Microsoft Office

CRM systems

Customer service

Tools

CRM systems

Microsoft Office

Job description

Choosing care for yourself or a loved one is one of life's most important decisions. At Care South, we're looking for a compassionate and confident Customer Relations Advisor to be the first point of contact for people seeking advice and support.

In this rewarding role, you'll guide individuals and families through their care journey, providing expert information, answering questions, and helping them feel informed and reassured every step of the way. You'll work closely with our care teams to ensure every enquiry receives the highest level of service and has the best possible opportunity to become the right care solution.

What You'll Be Doing

As our Customer Relations Advisor, you'll:

• Be the welcoming first point of contact for enquiries by phone, email and online.
• Listen carefully to understand each person's individual circumstances and care needs.
• Provide clear, helpful information about our care homes, care at home services, respite care, dementia care and other support available.
• Guide prospective clients and their families through the enquiry, assessment and admissions process.
• Build trusting relationships through regular communication and timely follow-up.
• Arrange care home visits and coordinate assessments with our operational teams.
• Maintain accurate records using our CRM system, ensuring every enquiry is managed efficiently.
• Work closely with Registered Managers, Care Coordinators and colleagues across the organisation to deliver a seamless customer experience.
• Help convert enquiries into new care services while always putting people and their needs first.
• Share ideas to continually improve our customer journey and enquiry processes.

We're looking for someone who combines excellent customer service skills with genuine compassion.

You’ll Ideally Have

• Outstanding communication skills, both written and verbal.
• A warm, professional and empathetic telephone manner.
• Experience handling multiple enquiries in a busy customer-facing environment.
• Strong organisational skills with excellent attention to detail.
• Confidence using Microsoft Office and CRM systems.
• The ability to manage your workload, prioritise effectively and work independently as well as part of a team.

Additional Experience That Would Be an Advantage

• Experience in health and social care, care homes or domiciliary care.
• Knowledge of care funding, NHS or local authority referral pathways.
• Experience in customer relationship management, sales support or business development.

The Qualities That Matter Most

We're looking for someone who is:

• Compassionate and empathetic.
• Calm and reassuring under pressure.
• Professional, approachable and trustworthy.
• A great listener with excellent interpersonal skills.
• Positive, proactive and solution-focused.
• Passionate about delivering exceptional customer service.

PEOPLE | PASSION | PURPOSE

Care South are one of the top 20 rated Care Home Groups in the UK based on published reviews from residents and their family and friends at carehome.co.uk.

At Care South, we really value all our staff, whatever the role. We offer a stimulating and incredibly rewarding career, and we celebrate our colleagues every year through the Care South Stars Awards.

As a not-for-profit charity, our focus isn't on owners or shareholders-it's firmly on those in our care and those who care for them. We are continually looking for ways to enhance the reward and recognition of our amazing Care South team.

Our current benefits package includes:

• 25 days annual leave plus bank holidays.
• Contributory pension scheme.
• Life Assurance.
• Employee Assistance Programme and wellbeing support.
• Paid induction and ongoing training.
• Career development and progression opportunities.
• Blue Light Card and online retail discounts.
• Staff Association.
• Local staff reward programme.
• Annual Care South Stars Awards.

What You Need to Know

• You must be aged 18 or over.
• This role is subject to an Basic DBS check.
• We are unable to offer visa sponsorship.