Rapidly Scaling a Compassionate Telephone Support

Role: Customer Service Coordinator (shift-based, telephone support)

Location: Worcester, Worcestershire

Supporting people in vulnerable situations takes more than strong customer service skills. It takes calm, empathy and resilience - and a team environment that helps people thrive even when calls are complex or emotionally demanding.

The Brief

Livity Life needed additional Customer Service Coordinators to support its 24/7/365 Technology Enabled Care (TEC) service, handling inbound calls, reassuring service users and families, and coordinating the right response when situations escalated.

The key requirement wasn’t just speed on the phones - it was the right people. We were asked to find individuals who could stay calm under pressure, communicate with warmth and clarity, and show genuine empathy with vulnerable callers. Just as importantly, Livity Life had built a supportive, upbeat culture for its customer service team, giving new starters the encouragement and structure they needed to do a difficult job well.

The Challenge

After winning new contracts, Livity Life needed to scale its telephone support team quickly - without compromising the quality, care and consistency that service users rely on. That meant sourcing and screening candidates at pace, while still prioritising resilience, empathy and a strong values fit for a role that can involve challenging, high-stakes conversations.

Our Bespoke Solution

We worked closely with the hiring managers to build a fast, structured process that balanced pace with care. Every step was designed to identify people who could handle sensitive calls professionally, while contributing to a supportive, motivating team environment.

Key steps

Human, two-way assessment: Face-to-face at our local branches or via Teams - so we could assess communication style, composure and motivation (not just CV fit), alongside completing compliance checks.
Empathy and resilience screening: Clear questioning around handling distressed callers, staying calm in busy periods, and maintaining professionalism in emotionally demanding situations.
Local talent, mobilised fast: We activated our existing candidate pool, local network, job boards and branch walk-ins to deliver shortlists quickly as the team scaled.
On-site understanding: Regular time on-site with managers and the wider team to stay close to operational realities, keep feedback loops tight and refine our approach.
Culture match: We prioritised candidates who would thrive in Livity Life’s environment - helping retention as well as day-one performance.

The Result

Faster scale-up, without sacrificing quality: We helped the team grow quickly to meet new contract demand, while still prioritising calm, empathetic customer care on every call.
Less time spent hiring, more time supporting people: We managed sourcing, screening, interviews and compliance - freeing managers to focus on onboarding, coaching and day-to-day service delivery.
Stronger team fit and continuity: By focusing on resilience, empathy and culture match, temps integrated quickly into team - helping build a more stable service during a period of rapid change.
A positive start for every Temp: Candidates valued the clear expectations, two-way assessment and the confidence of joining an organisation that invests in its people.

Client feedback

“Hewett’s have rapidly and proficiently adapted to Livity Life’s organisational needs and have become fully familiar with our operational requirements. High quality candidates are consistently presented to us with a strong understanding of the culture, challenges and demands of working in an emergency 24/7 contact centre prior to interview, directly relieving the time pressures of the hiring process. This partnership has led to a high success rate of temps being taken on permanently, in a job and environment they enjoy ”

Why Choose Hewett Recruitment for your Commercial Temp Search?

We combine local candidate reach with a structured, people-first screening process - so you can scale quickly without compromising on attitude, values or customer care. For Commercial Temp roles that demand calm, empathy and resilience, we move fast and stay close to your operation to make sure every placement lands well.