Customer Service Field Advisor (Technical Advisor)

People First; Gloucester; Hybrid; GBP 26,000 - 36,000; Full time

Benefits offered by this job

34 days holiday incl bank holidays

Life Insurance

Medical Insurance Lite

Wellness Programmes

Pensions scheme

Long Service Awards

Discount Scheme

On-site Parking

Casual dress

Cycle to Work Scheme

Learning and Development Opportunities

Hybrid Working

Job summary

People First is seeking a Customer Service Field Advisor to deliver remote technical support for telecare alarms. You will contact customers at home to guide on equipment faults, provide basic user guidance, and occasionally visit customers’ homes to ensure equipment is functioning and users feel supported.

The role requires strong communication, empathy for older adults or disabled customers, and the ability to work independently to meet KPIs.

Qualifications

• Excellent communication skills and ability to explain technical concepts in simple terms.
• Empathy and patience when working with older adults or people with disabilities.
• Professional and respectful demeanor in clients’ homes.
• Strong time management and ability to work independently.
• Attention to detail in documentation and reporting.
• Willingness to travel (a valid driving licence is required).
• Ability to follow safeguarding and data protection protocols.

Responsibilities

• Support remote technical support and maintenance services by applying specialist knowledge (training provided).
• Liaise with customers to complete remote programming of pendants to ensure active and functional status.
• Triage automated device signals to resolve issues or issue replacements.
• Use Device Management Portals to program technology and update firmware.
• Explain how the technology works and provide supporting literature to users.
• Manage workload to deliver timely service in line with KPIs and audits.
• Deliver excellent customer service when liaising with service users or family to service equipment.
• On-site maintenance or replacement of equipment when required, following safety procedures.
• Safely use vehicles, tools and equipment in line with policy.

Skills

Communication skills

Empathy

Patience

Time management

Attention to detail

Independent worker

Tools

MS Office

Job description

Join a Team That Makes a Difference Every Day

Customer Service Field Advisor (Technical Advisor)

Location: RG / MK / OX / HP

Contract Type: Permanent

Hours: 37.5 (Monday – Saturday)

We are seeking a dedicated and customer-focused Technical Advisor to join our team.

This role plays a crucial part in delivering remote technical support to our customers with telecare alarms.

As a Technical Advisor, you will remotely contact customers in their homes to provide advice and guidance on telecare equipment faults. You will also provide basic user guidance, ensuring all equipment is functioning correctly and that users feel confident and supported. At times this service may be delivered in person, and within a customer’s home.

Key Accountabilities & Responsibilities

• Support the delivery of the company’s remote technical support and maintenance services by applying specialist knowledge and skills (training will be provided)
• Liaise with customers to complete remote programming of pendants to ensure the pendant is active and functional.
• Triage automated device signals such as main failures or unit low batteries; ensuring the issue is resolved and the device is functioning, or a replacement is issued.
• Use Device Management Portals to program technology in clients’ homes and ensure the device is fully supported with the latest firmware.
• Promote understanding with service users of how their technology solution works, providing clear explanation, instruction and supporting literature
• Effectively manage individual workload to deliver timely service in accordance with internal KPIs and external audits
• Deliver excellent customer service when liaising with service users’ or their family to service and maintain equipment
• At times, Maintain, repair or replace equipment on site, whilst on site ensuring safe working practices and work in line with company procedures. This may include basic DIY skills (e.g fitting a smoke detector, or keysafe)
• Responsible for safe use of vehicles, tools and equipment in line with Taking Care policy and procedures

We welcome applicants from a variety of backgrounds. Full training will be provided, so if you have strong people skills and a willingness to learn, we encourage you to apply.

• Excellent communication skills and ability to explain technical concepts in simple terms
• Empathy and patience when working with older adults or people with disabilities
• Professional and respectful demeanour in clients’ homes
• Strong time management and ability to work independently
• Attention to detail in documentation and reporting
• Willingness to travel (a valid driving licence is required)
• Ability to follow safeguarding and data protection protocols
• Competence in MS Office and basic computing packages

Desirable (but not essential)

• Experience with installation and maintenance of electronic or telecommunication equipment
• Familiarity with telehealthcare devices (e.g., fall detectors, personal alarms)
• Basic networking and connectivity troubleshooting (Wi-Fi, Bluetooth, mobile data)
• Ability to read and interpret technical manuals and installation guides
• Previous experience in telecare, healthcare, social care, or community support roles

Additional Information - Role subject to Enhanced DBS and reference checks in line with our security policy.

Closing Date: 30th October 2026

What we offer

• 34 days holiday which is inclusive of bank holidaysand your birthday off!
• Life Insurance and Medical Insurance Lite
• Wellness Programmes
• Pensions scheme
• Long Service Awards, Discount Scheme, On-site Parking and Casual dress
• Cycle to Work Scheme
• Learning and Development Opportunities
• Hybrid Working - You may have the opportunity to apply to work from home on some shifts after completing six months' service. Please note that this benefit does not apply to all roles

Interview ID Requirements

If invited to interview, you will be required to bring original identification documents to support right to work checks and pre-employment screening. This may include a valid passport, birth certificate, driving license and/or proof of address. Failure to provide the requested documentation may result in your interview being postponed or your application not progressing further in the recruitment process.

Linhay HouseLinhay Business ParkAshburtonDevonTQ13 7UPUnited Kingdom