Customer Service Supervisor

Cooperscroft Care Home; Potters Bar; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

High specification working environment

Discounts at approx. 2000 high street/

Discounted gym membership

Subsidised healthcare cash-plans

Auto enrolment pension scheme

Free meals

Excellent training & development

Job summary

TLC Care is seeking a Customer Service Supervisor to lead outstanding customer experience across our care homes. You will be the first point of contact for visitors and calls, ensuring professional, respectful treatment of all customers and stakeholders.

You will coach staff, handle enquiries and maintain strong relationships while assisting with administrative duties. The role emphasizes continuous improvement, compliance with DBS checks, and delivering high-quality service within a supportive,

Qualifications

• Strong communication skills with excellent telephone manner, remaining courteous at all times.
• Professional, neat appearance.
• Ability to manage own time, prioritising and organising work appropriately.
• Good attention to detail
• PC Literate
• Satisfactory DBS checks and references
• Evidence of legal eligibility to work in the UK

Responsibilities

• Be the first point of contact for all telephone calls and personal visitors to the care home, ensuring professional treatment of all customers.
• Coach team members in resolving customer complaints and requirements; handle sales enquiries and maintain stakeholder relationships.
• Address customer feedback and complaints promptly, using outcomes to drive continuous improvement.
• Assist with administration duties as directed by the Business Support Manager.

Skills

Customer service

Excellent telephone manner

Communication skills

Time management

Attention to detail

PC literate

Tools

PC literacy

Job description

TLC Care's values of Truth, Love and Compassion are embedded in everything we do for our residents. Our people are our core asset and we work hard to engage with team members to maintain our homes as preferred places to live and work. We look for team members who share our values and are passionate about their work and can deliver an excellent service experience.

The main purpose of the Customer Service Supervisor's role is to take a lead on role modelling an outstanding customer experience across all areas of the business. You will deliver exceptional customer service to ensure your business unit if the care home of choice within your local area. You will role model our values of Truth, Love and Compassion embedding them throughout the home. You will be proactively addressing customer feedback with efficient communication and complaint resolution. You will use complaints and feedback to ensure you are always working towards continuous improvement.

To be the first point of contact for all telephone calls and personal visitors to the care home, ensuring that all customers both internal and external are treated in a professional manner with respect and dignity. You will also ensure that all our stakeholders are supported by providing advice of our products and services. You will coach other team members in resolving customer complaints and requirements, deal with sales enquiries, and maintain outstanding relationships with all internal and external stakeholders.

To assist with some of the Administration duties of the care home as directed by the Business Support Manager.

In return we offer:

• High specification working environment
• Competitive rate of pay
• Discounts at approx. 2000 high street retailers (including supermarkets)
• Discounted gym membership
• Subsidised healthcare cash-plans
• Auto enrolment pension scheme
• Free meals
• Excellent training & development opportunities within a growing organisation

Requirements:

• Strong communication skills with excellent telephone manner, remaining courteous at all times.
• Professional, neat appearance.
• Ability to manage own time, prioritising and organising work appropriately.
• Good attention to detail
• PC Literate
• Satisfactory DBS checks and references
• Evidence of legal eligibility to work in the UK