Customer Service Administrator

Customer Service Administrator

Office Based - Worcester
Temp to Perm Position
Pay Rate: £12.21 per hour

Working Hours: 37.5 hours per week

• Monday to Friday, 9:00am - 5:00pm

DBS Check required upon successful offer

As a Customer Service Administrator, you will serve as the first point of contact for individuals accessing support through a 24/7 Technology Enabled Care (TEC) service. You'll handle incoming calls from service users, families, and professionals-providing timely and compassionate support that promotes safety, wellbeing, and independence.

This is a great opportunity for someone passionate about delivering outstanding customer care and making a real difference in people's lives.

Key Responsibilities:

• Answer incoming calls and alerts within agreed service levels in accordance with national TEC standards

• Provide supportive communication to service users in line with their care and support plans

• Mobilise emergency services or on-call responders as appropriate, and track resolution

• Make outbound calls to check on service user welfare and ensure ongoing engagement

• Accurately maintain and update case records and documentation using in-house systems

• Monitor alerts through the TEC platform, triage priority levels, and escalate when needed

• Escalate relevant clinical information to appropriate internal leads to support care decisions

• Ensure all actions comply with data protection, safeguarding, and operational protocols

What You'll Need:

• Previous experience in a customer service or administrative support role, ideally telephone-based

• Strong communication skills with the ability to remain calm and empathetic in high-pressure situations

• High attention to detail and strong organisational skills

• Proficiency with Microsoft Office and confidence using internal databases or systems

• A proactive, adaptable mindset and a passion for helping others

• Willingness to work consistently within standard weekday business hours

If you're available immediately and eager to start a meaningful role supporting a vital care service, apply today!