Customer Service Advisor

About The Role

Join Our Careline Team – Base Salary £23,795 with OTE Up to £27,000. A Careline Advisor at HC-One is a frontline role based at our Central Support Office in Darlington, offering a vital first impression of our company while supporting HC-One’s vision to provide the kindest care in the UK.

As part of the Careline team, you’ll assist families in finding care homes that best suit their loved ones' needs, guiding them from initial enquiry through to admission. This involves handling enquiries from relatives, professionals, and care home stakeholders with professionalism, empathy, and care. You’ll also work closely with our care homes to ensure enquiries are updated accurately and efficiently. If you’re a compassionate communicator who takes pride in delivering exceptional customer service, we’d love to hear from you.

The Ideal Candidate

The ideal candidate will have strong customer service skills, with experience in roles such as Customer Service Advisor, Call Centre Advisor, Contact Centre Advisor, or similar. You’ll be the first point of contact for families searching for care, handling incoming calls, responding to web enquiries, and ensuring all follow-ups are completed in line with HC-One guidelines and timescales.

Excellent telephone and communication skills are essential, as you'll be expected to manage calls promptly and professionally. Basic IT skills and a willingness to learn is also needed. While experience in a customer service environment and personal knowledge of placing a loved one in care would be beneficial, full training will be provided for the right candidate.

This role offers a variety of shifts spanning Monday to Sunday, between 8am and 7pm.

What HC-One Offers

• Full time hours, spanning Monday to Sunday, 8am to 7pm
• Award-winning learning and development
• 25 days annual leave
• An opportunity to gain experience from experienced colleagues as part of an outstanding and committed team.
• GP online - providing around the clock GP consultation via an interactive app - available to you and your children under 16.
• Colleague discounts – Access to over 1600 high street discounts including carefully selected discount partners.
• Wellbeing - free of charge access to an independent and confidential Employee Assistance Programme. This gives Colleagues and their family access to 24/7 365 support for a complete range of issues including physical, mental and financial issues.

We want you to have an amazing experience working at HC-One, starting with our commitment to providing the quickest possible turnaround from the point of making you a job offer to you starting with us on day one.