Customer Care Coordinator

Are you an experienced Customer Care Advisor looking for the next step in your career? We are looking for a Customer Care Coordinator to join our team. Supporting the Live-In Care service this role is an integral part of the success of the whole region. As a Customer Care Coordinator, you will manage and monitor the delivery of a high-quality care service with responsibility for the deployment and management of all our Live-In Carers. You will ensure that an exceptional and consistent service is offered to our customers while supporting the Live-In Relationship Manager in the day-to-day operations of their region.

Main Responsibilities:

• Act as a key point of contact for both customers and Live-In Carers, responding to queries promptly and ensuring issues are resolved efficiently.
• Manage and maintain accurate records for customers and carers, ensuring all documentation is up-to-date and compliant with internal policies.
• Coordinate carer schedules, carefully matching carers to customer needs and preferences to ensure high-quality, person-centred care.
• Support Live-In Carers in their day-to-day roles, providing guidance and assistance as needed to help them deliver outstanding care.
• Provide Branch Managers with accurate and timely updates on carer availability, placements, and any relevant customer information.
• Work closely with internal teams to ensure all carers meet regulatory and organisational standards.
• Please note: This role does not involve the delivery of hands-on care.

Who you are:

We’re looking for a driven, organised professional with strong customer service experience and a track record of resolving issues efficiently. You’ll have excellent attention to detail, strong communication skills, and the ability to prioritise in a fast-paced environment.

Confidence working across teams, influencing others, and managing multiple systems is essential. Proficiency in Microsoft Word and Excel is required, along with the ability to pick up new platforms quickly. A results-focused mindset is key — you’ll be motivated by meeting KPIs and delivering consistently high standards.

In return we offer a competitive salary and the following benefits:

• 25 days annual leave (increasing to a maximum of 27)
• Access to an Employee Assistance programme
• Free Blue Light Card
• Career development opportunities

Helping Hands is committed to promoting a diverse and inclusive workforce as we believe this develops a comfortable working environment for all our staff. All applications will be treated fairly in line with our Equality and Diversity Policy.

£26,000 a year