Customer Service & Care Sales Advisor

About the role

We’re a family-owned national care home and home care operator, rated as one of the UK’s top 20 large care home groups by carehome.co.uk.

As part of a strategic move to improve our customer service we are looking for an additional talented Care Sales Administrator to be based in our Lowestoft office, Suffolk.  

The Role

• On a daily basis, you will be answering calls from inquirers seeking information about our care homes and home care services. You will be arranging show rounds at our care homes or facilitating assessments by our Home Care Coordinators in the client’s own home.
• You will find out information about the family/prospective resident or client and record it on our CRM (inquiry handling) system.
• Following the visit to the home or the home assessment, you will routinely call inquirers for feedback to gauge the performance in conducting the show round or the care assessment.
• You will need to quickly develop knowledge about our services across the country, as well as the home care services delivery areas so you can answer questions about them from the inquirer.

The Customer Service & Care Advisor will be required to work standard hours, which will include weekends. 

Reports to: Marketing Director

Key duties and responsibilities

• Be a good listener and have a passion for helping people
• You will have a confident, empathetic telephone manner allied with a broad understanding of the sales process.
• Be comfortable handling care inquiry calls, emailed care inquiries and Live Chat inquiries for our elderly care homes across the country.
• Take ownership of every inquiry, answering customers’ questions about homes, finding out about care requirements, arranging home visits and carrying out follow up calls when required.
• Working knowledge of Microsoft Excel and Word and have the ability to understand new systems quickly.

Skills and attributes

• Proven customer service orientation combined with the ability to work well with others, in the office and out. 
• GCSE English and Maths at grade C or above
• Previous experience of working in a sales environment
• Confident communicator and good listener
• Excellent IT skills, including a proven knowledge of Microsoft Excel and Word and have the ability to understand new systems quickly
• Passion for helping people
• Experience of building effective working relationships

What will you gain?

We offer a comprehensive induction programme, paid training and an opportunity for progression within the company.