Enquiries Assistant: Caring Calls & Client Support

Hartford Care; England; On-site; GBP 18,000 - 23,000; Full time

Benefits offered by this job

Blue Light discounts

DBS/PIN reimbursement

Salary sacrifice

Learning & development

Referral bonuses

Job summary

Hartford Care is seeking an Enquiries Assistant to manage incoming and outgoing calls, respond to enquiries, and ensure information is recorded accurately in line with policies. You will support our care homes and uphold high customer experience standards.

You’ll be part of an office-based team, working 37.5 hours per week with alternate weekend work. Training and development opportunities are provided to grow within the Hartford Care group.

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.

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 confidentiality and comply with data protection requirements.
• Develop a strong understanding of the Hartford Care group of homes.

Skills

Customer Service

Call Center

Written & Verbal Communication

Microsoft Office

Organisational Skills

Data Protection

Enquiry Management System

Tools

Enquiry Management System

Job description

Hartford Care is seeking an Enquiries Assistant to manage incoming and outgoing calls, respond to enquiries, and ensure information is recorded accurately in line with policies. You will support our care homes and uphold high customer experience standards.

You’ll be part of an office-based team, working 37.5 hours per week with alternate weekend work. Training and development opportunities are provided to grow within the Hartford Care group.