Customer Services Advisor

Customer Service Advisor

We’re looking for a compassionate and customer-focused Customer Service Advisor to join a busy Telecare service, providing vital support to customers, including those who may be vulnerable or distressed.

You’ll be responsible for responding to emergency telecare alarm calls , assessing situations calmly and accurately, and taking appropriate action. This may include contacting emergency services, relatives, healthcare professionals or response teams.

You’ll also act as a key point of contact outside normal office hours, handling enquiries, prioritising urgent issues and ensuring customers receive a professional, reassuring and effective service.

Key responsibilities include:

• Responding to emergency telecare alarm calls and Lone Worker alerts.
• Assessing situations and arranging appropriate emergency support.
• Recording accurate information on IT systems.
• Handling out-of-hours customer enquiries and prioritising according to urgency.
• Booking telecare installation appointments.
• Monitoring CCTV at supported housing complexes and responding to incidents.
• Supporting emergency planning and business continuity arrangements.
• Working closely with Adult Social Care, Health professionals and other agencies.

We’re looking for someone who has:

• Excellent customer service and communication skills.
• Strong listening, assessment and problem-solving abilities.
• The ability to remain calm and professional in difficult or sensitive situations.
• Excellent IT skills and accurate record-keeping abilities.
• The confidence to work independently and take ownership of issues.
• The ability to work effectively as part of a team in a fast-paced environment.
• A strong understanding of confidentiality, equality and customer safety.

This is a 24-hour, 365-day service , so flexibility to work shifts is essential. A Standard DBS check is required .

If you're looking for a rewarding customer service role where your work can make a genuine difference to people's safety and wellbeing, we'd love to hear from you.