Telecare Customer Advocate — Emergency & Digital Support

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

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.