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A T R Ltd; Sunderland; On-site; GBP 19,000 - 23,000; Full time

Job summary

A T R Ltd in Sunderland is seeking a dedicated Customer Service Advocate for a full-time, temporary position. You will be the first point of contact for residents using Telecare and Out of Hours support, handling inquiries across multiple channels and coordinating with partners.

The role requires professional communication, empathy, and the ability to provide clear information and guidance while maintaining service standards during emergencies.

Qualifications

• Clear, professional communication across channels
• Ability to listen actively and assess customer needs
• Maintain composure handling urgent situations
• Coordinate with internal teams and partners to arrange support

Responsibilities

• Act as the first point of contact for Telecare residents and Out of Hours emergencies.
• Respond promptly to Telecare alerts, provide reassurance and arrange appropriate response.
• Handle a wide range of customer enquiries and resolve issues at first contact.
• Provide information, advice and guidance via phone, email, face-to-face, web chat and social media.
• Listen to customers, assess needs and build rapport to deliver supportive service.
• Coordinate with internal teams and external partners to meet service standards.

Skills

Communication skills

Empathy

Telephone etiquette

Multichannel support

First point of contact

Job description

We're looking for a dedicated and enthusiastic Customer Service Advocate to join our team in Sunderland, on a full-time, temporary basis.

• Act as the first point of contact for residents using the Telecare alarm service and those requiring Out of Hours emergency support.
• Respond promptly and professionally to Telecare alerts and emergency enquiries, providing reassurance and arranging the appropriate response.
• Handle a wide range of customer enquiries, assessing individual needs and working to resolve issues effectively at the first point of contact.
• Provide clear information, advice and guidance through telephone, email, face-to-face, web chat, social media and other communication channels.
• Actively listen to customers, quickly assess their needs and build positive rapport to provide a supportive and professional service.
• Work closely with internal teams, external partners and other services to coordinate appropriate support and achieve required service standards.