Nights Customer Care Coordinator

Nights Customer Care Coordinator - 2 Positions Available

Location: Worcester (Full-time office-based)

Salary: £13.50 per hour

Hours: 40 hours per week

Shift Pattern: 4 on, 4 off - 9pm to 8am

Security Clearance: DBS check required upon successful appointment

As a Customer Care Coordinator, you will serve as the primary point of contact for clients accessing our services, managing communications from service users, family members, and healthcare professionals. You will ensure all service user enquiries are handled in accordance with their individual support plans. If you have a genuine passion for delivering exceptional customer service, this opportunity is ideal for you.

Customer Service & Communication

• Respond promptly to incoming calls with excellent customer service standards
• Update care records as necessary to ensure service user welfare
• Conduct scheduled outbound calls to monitor service user wellbeing
• Build strong rapport with service users to understand their individual needs

Emergency Response & Coordination

• Efficiently mobilise responder and emergency services when required
• Prioritise alerts and notifications effectively
• Provide proactive and reactive support following appropriate escalation procedures
• Distribute clinical information to ensure timely equipment and service delivery

Administrative & Support Functions

• Provide care, support, and coordination according to co-produced care plans
• Maintain detailed process documentation and accurate record keeping
• Report equipment repairs and requirements to the relevant Service Centre
• Ensure service users remain well-informed and engaged with their care

Experience & Skills

• Previous experience in telephone-based customer service or customer care
• Exceptional communication skills with professional telephone manner
• Ability to adapt quickly to varying service user needs
• Strong organisational capabilities with attention to detail

Technical Competencies

• Proficiency in Microsoft Office applications
• Experience working with in-house systems and databases
• Commitment to maintaining caring and respectful communication standards

Immediate start available for suitable candidates willing to begin on a temporary contract basis.