Customer Care Coordinator – Part-Time (Rota Basis)
Location: Worcester (Office-based)
Salary: £12.71 per hour
Hours: Part-time
Working Pattern
This role operates on a rota basis with shifts including:
- Monday to Friday: 17:00 – 21:00
- Alternative weekends: 07:30 – 14:00
A flexible approach to working hours is required to support service delivery needs.
Security Clearance
A DBS check will be required upon successful appointment.
About the Role
As a Customer Care Coordinator, you will be the first point of contact for individuals accessing our services. You will manage incoming communications from service users, family members, and healthcare professionals, ensuring all enquiries are handled professionally and in line with individual support plans.
This role is ideal for someone who is compassionate, organised, and passionate about delivering excellent customer service in a fast-paced environment.
Key Responsibilities
Customer Service & Communication
- Answer incoming calls promptly and professionally
- Provide high-quality customer support to service users and stakeholders
- Update care records accurately to support service user wellbeing
- Carry out scheduled wellbeing calls to service users
- Build positive relationships and understand individual service user needs
Emergency Response & Coordination
- Coordinate responder and emergency service support when required
- Prioritise alerts and notifications effectively
- Follow escalation procedures to provide appropriate support
- Share clinical and service information to support timely care delivery
Administration & Support
- Maintain accurate records and process documentation
- Support the delivery of care in line with individual care plans
- Report equipment issues and repair requirements to the relevant Service Centre
- Keep service users informed and engaged with their care and support services
Essential Requirements
Experience & Skills
- Previous experience in a telephone-based customer service or care role
- Excellent communication and listening skills
- Professional and confident telephone manner
- Ability to adapt to different service user needs
- Strong organisational skills and attention to detail
Technical Skills
- Competent in Microsoft Office applications
- Experience using internal systems and databases
- Commitment to providing caring, respectful, and professional support
Additional Information
Immediate starts are available for suitable candidates, with opportunities to begin on a temporary contract basis.
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