Customer Service Representative

Cathedral Appointments | B Corp™; Reading; Remote; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Car allowance

Life insurance

Medical insurance

Pension scheme

Share scheme

Wellbeing programme

Volunteer day

Long service awards

Employee discounts

Cycle to work scheme

34 days holiday

Job summary

Cathedral Appointments is recruiting on behalf of a well-established provider of care technology services, helping older and vulnerable people live safely and independently in their own homes. As more customers rely on personal alarm and monitoring equipment, we are seeking a Customer Service Technical Advisor to keep that technology working and ensure customers feel confident using it.

This remote role covers Reading, Oxford, Milton Keynes and the surrounding central belt, so you will be based

Qualifications

• Excellent communication skills, with ability to explain technical information in simple terms.
• Patience and empathy when supporting older people and people with disabilities.
• A professional, respectful approach when working in customers’ homes.
• Good organisation and time management, and the confidence to work independently.
• Accurate record keeping and competence with Microsoft Office.

Responsibilities

• Provide remote technical support to customers, diagnosing and resolving faults on personal alarm and care technology equipment.
• Respond to automated device alerts, such as power failures or low batteries, making sure each issue is resolved or a replacement is arranged.
• Programme and update devices remotely using online device management systems, including pendant set-up and firmware updates.
• Explain clearly how equipment works, giving customers and their families the guidance and information they need to feel confident.
• Carry out occasional planned visits to customers’ homes and sites to maintain, repair or replace equipment, including basic installation tasks such as fitting smoke detectors or key safes.
• Take your turn on the team’s shared Saturday on-call rota.
• Manage your own workload to meet service targets, following safe working, safeguarding and data protection procedures.

Skills

Excellent communication

Patience and empathy

Independent worker

Strong organisation

Customer-focused

Tools

Microsoft Office

Job description

Circa £31,000 + Car Allowance | Remote with Occasional Travel | M4 Corridor

Cathedral Appointments is recruiting on behalf of a well-established provider of care technology services, helping older and vulnerable people live safely and independently in their own homes. As more customers come to rely on personal alarm and monitoring equipment, the business is looking for a Customer Service Technical Advisor to keep that technology working and make sure every customer feels confident using it. This is a remote role covering Reading, Oxford, Milton Keynes and the surrounding central belt, so you will need to be based within easy reach of the M4 corridor.

The Role

This is a people-focused technical role, working remotely as part of a small, supportive team. The large majority of your work will be handled by phone and online, diagnosing faults, resolving customer issues and talking people through how their equipment works. Site and home visits are occasional and usually planned weeks in advance, and you will be provided with all the tools needed for fittings and installations. Full training is provided, so it would suit someone with strong communication skills, patience and an interest in technology, whether your background is in customer service, care or a technical field.

Responsibilities for the Customer Service Technical Advisor:

• Provide remote technical support to customers, diagnosing and resolving faults on personal alarm and care technology equipment.
• Respond to automated device alerts, such as power failures or low batteries, making sure each issue is resolved or a replacement is arranged.
• Programme and update devices remotely using online device management systems, including pendant set-up and firmware updates.
• Explain clearly how equipment works, giving customers and their families the guidance and information they need to feel confident.
• Carry out occasional planned visits to customers’ homes and sites to maintain, repair or replace equipment, including basic installation tasks such as fitting smoke detectors or key safes.
• Take your turn on the team’s shared Saturday on-call rota.
• Manage your own workload to meet service targets, following safe working, safeguarding and data protection procedures.

Requirements for the Customer Service Technical Advisor include:

• Excellent communication skills, with the ability to explain technical information in simple terms.
• Patience and empathy when supporting older people and people with disabilities.
• A professional, respectful approach when working in customers’ homes.
• Good organisation and time management, and the confidence to work independently.
• Accurate record keeping and competence with Microsoft Office.
• A full UK driving licence and your own car, with the flexibility to travel across the area when visits are needed.
• Based within easy reach of the M4 corridor, covering Reading, Oxford and Milton Keynes.

Experience with telecare or personal alarms, installing electronic or telecommunications equipment, basic Wi-Fi and Bluetooth troubleshooting, or working in care or community support would be an advantage, but is not essential.

• Circa £31,000 per annum, plus a car allowance and mileage.
• Permanent, full-time remote role, 37.5 hours per week across Monday to Saturday, with Saturday on-call shared on a rota.
• 34 days’ holiday, including bank holidays and your birthday.
• Full training, plus all tools and equipment provided.
• Life insurance, medical insurance and a pension scheme.
• Share scheme, wellbeing programme and a paid volunteering day.
• Long service awards, employee discounts and a cycle to work scheme.

This role is subject to a basic DBS check and references.

Note on Sponsorship:

We regret to inform you that at this time, we are unable to offer sponsorship for work authorisation for this role. Therefore, candidates must possess valid authorisation to work in the UK without requiring visa sponsorship.