Customer Service Advisor – Care Enquiries

About the role

We are seeking a compassionate Customer Service Advisor to join our client’s team in Boldon. You will be the first point of contact for families making important care decisions, providing empathetic guidance and support throughout their journey.

Key responsibilities

• Answer new and existing care enquiries via phone, voicemail and web‑forms.
• Listen to families, offer clear and reassuring advice, and guide conversations toward booking care home viewings.
• Take ownership of each enquiry from initial contact through to admission, coordinating visits and assessments.
• Schedule follow‑up calls, arrange second viewings and conduct post‑visit check‑ins.
• Liaise with care home teams and handle calls from suppliers, relatives and job applicants.

Required profile

• Excellent telephone and written communication skills.
• Ability to stay calm and reassuring in sensitive situations.
• Strong organisational abilities and a proactive, ownership‑driven mindset.
• Motivation to help people make informed care decisions.

Required skills

• Customer service experience in a call‑centre environment.
• Proficiency with standard office software for logging enquiries.

What we offer

• £12.71 per hour (40‑hour week, Monday‑Friday 8 am‑6 pm, weekend shifts).
• Temporary contract with the potential to become permanent.
• Competitive holiday entitlement and opportunities for personal and professional development.
• Achievable targets and a supportive team environment.