Enquiries Assistant

Hartford Care Ltd; Basingstoke; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

Hartford Voice Forum

Sick pay & reviews

Life insurance

Referral bonuses

Blue Light discounts

DBS check & PIN

Salary sacrifice

Wagestream access

Learning & development

Job summary

Hartford Care Ltd is seeking an Enquiries Assistant to manage incoming and outgoing calls, respond to enquiries and concerns, and ensure information is recorded accurately in line with policies. This office-based role supports our care homes and upholds a high standard of customer experience.

You will record details in the Enquiry Management system, escalate urgent issues, meet targets for call handling times and customer satisfaction, and work 37.5 hours per week, including alternate weekends.

Qualifications

• Experience in customer service, call centre, healthcare, or care-related roles.
• Excellent verbal and written communication skills.
• Compassionate, patient, and respectful approach.
• Strong organisational skills and reliability.
• Ability to follow procedures, policies, and escalation processes.
• Competent in Microsoft Office.
• Flexible to work shifts, including weekends (and evenings if required).

Responsibilities

• Answer incoming calls promptly and professionally.
• Make outbound calls for follow-ups and show rounds.
• Handle enquiries, requests, and complaints calmly and courteously.
• Accurately record call details using the Enquiry Management system.
• Escalate complex or urgent issues to the appropriate care home team.
• Meet performance targets, including call handling times and customer satisfaction.
• Maintain strict confidentiality and comply with data protection requirements.
• Develop a strong understanding of the Hartford Care group of homes.

Skills

Experience in customer service

Excellent verbal and written

Compassionate, patient, respectful

Strong organisational skills

Ability to follow procedures

Microsoft Office

Flexible shifts including weekends

Job description

Employment Type:

37.5 hours per week including working alternate weekends. This is an office based position, we do not offer hybrid or remote working.

About the Role

As an Enquiries Assistant, you will manage incoming and outgoing calls, respond to enquiries and concerns, and ensure information is recorded accurately and handled in line with company policies. You’ll play an important role in supporting our care homes and maintaining a high standard of customer experience.

Key Responsibilities

• Answer incoming calls promptly and professionally
• Make outbound calls for follow-ups and show rounds
• Handle enquiries, requests, and complaints calmly and courteously
• Accurately record call details using the Enquiry Management system
• Escalate complex or urgent issues to the appropriate care home team
• Meet performance targets, including call handling times and customer satisfaction
• Maintain strict confidentiality and comply with data protection requirements
• Develop a strong understanding of the Hartford Care group of homes

What We’re Looking For

Essential:

• Experience in customer service, call centre, healthcare, or care-related roles
• Excellent verbal and written communication skills
• Compassionate, patient, and respectful approach
• Strong organisational skills and reliability
• Ability to follow procedures, policies, and escalation processes
• Competent in Microsoft Office
• Flexible to work shifts, including weekends (and evenings if required)

What You’ll Get

We believe in looking after the people who look after others. Here’s what’s waiting for you:

• Be heard through theHartford Voice Forum
• Occupational sick payandannual pay reviews
• Life insuranceand enhanced parental leave pay
• Recruitment referral bonuses
• Blue Light discounts
• Free DBS checkandNMC PIN reimbursement
• Salary sacrifice schemesandaccess to Wagestream(draw down earned pay before payday!)
• A wide range oflearning and development opportunities