Customer Service and / or Support Advisor

Responsible for assisting prospective clients to access care at home services from our 8 offices throughout Scotland, through phone calls and online. This is a fast-paced environment where you must respond and manage a high volume of calls and care enquiries.

The Role

• To provide a high quality and effective telephone and online enquiry management service, in order to ensure that the appropriate services are accessed


• To be the first point of contact for potential Clients, use effective questioning skills to establish the nature of their care requirements and identify the appropriate assistance required.


• Explain the various services that will meet this care need. Expand on this if necessary by explaining the use of Care Plans, Care Professional selection, training processes, and scheduling, ensuring that the caller fully understands the options open to them.


• Document customer interactions accurately, forwarding information to relevant colleague and taking appropriate steps thereafter


• Carry out any other duties deemed necessary for the successful operation of the enquiry process.
  
  Excellent communication skills, with the ability to explain information simply and clearly.


• Establish and maintain good rapport with customers by using positive language and anticipating their needs


• Ability to accurately record information and operate relevant software packages.


• Act as an effective liaison between callers and individual offices in managing queries from those looking for care at home services.


• Ensure that every call is conducted appropriately with clear, evidence based advice (and signposting where appropriate).


• Using advanced listening, probing and facilitative skills with a wide range of calls, some of which may be challenging due to emotive circumstances.


• Ability to maintain a calm and polite manner in stressful situations


• Willingness to keep up to date with new services and ways of working