Customer Care Advisor

We have an exciting opportunity for you to join our well-established team, as a Customer Care Advisor at our head office in Pontypool.

You will be the first line contact for all customers contacting My Care My Home; ensuring excellent customer service standards are delivered at all times.

If you want to have the chance to join our fantastic team and start your career with My Care My Home, then read on!

Who are we?

My Care My Home provide care and support to elderly and vulnerable adults across England and Wales. Our high-quality care and support services places the individual at the centre of all we do and is based on our core value of providing the quality of care and support that you would expect a loved one to receive.   

Our goal is to become a staff owned company within 3 years. Come and join us and be part of your own success. 

What will you do?

• Provide a professional and knowledgeable first point of contact for potential and existing customers; responding to enquiries via telephone, email, and webchat.
• Generate sales opportunities for My Care My Home services, by responding to individual customer enquiries and Local Authority requests
• Support a busy partly remote team to deliver the My Care My Home services
• Manage a database of key stakeholder contacts and ensure this is both current and accurate.
• Support the team to identify and research key market competitors.
• Making outbound calls to prospective customers to gain feedback on customer experience, book appointments and conduct market research.
• Effectively manage and drive inbound enquiries to build confidence from internal colleagues and generate loyalty from stakeholders.
• Accurately identify customer’s needs and requirements, ensuring all relevant information is obtained in order to best match suitable MCMH services, and generate referrals to partnership organisations where appropriate.
• Networking with other relevant organisations, encouraging partnership working to raise the company profile and generate additional referrals and enquiries.
• Meet and exceed agreed KPI targets including sales and productivity targets.
• Maintain CRM system by recording all activity and adding contacts from various sources.
• Sending out information via email and post as required and obtaining customer feedback.
• Maintain a sound knowledge of the company’s sales & marketing objectives/campaigns, you will be required to understand and to pro-actively support the business in the achievement of these KPIs.
• You will have the ability to assess and manage priorities in order to deliver tasks/projects by agreed deadlines.

Type of person we're looking for

• Professional acumen with excellent communication skills – both verbal and written
• A high level of drive, determination and persistence with a desire to exceed results
• Strong desire to help others achieve within a team environment.
• Knowledge of the sales cycle and how to apply to customer interactions.
• Ability to be empathic and build rapport is essential
• Professional experience in the Healthcare sector (residential or domiciliary care) is not essential but is preferred due to the nature of the role.
• Competent with use of all Microsoft packages.
• Disciplined, with good organisation and time management skills.
• Able to plan efficiently with superb time management skills
• You must be highly motivated, quick thinking, confident and personable
• You should be driven and ambitious.
•A team player whose goal is to leverage our success.

What we offer

• Free onsite parking.
• Café, gym, nursery and many more facilities onsite.
• Paid annual leave.
• Pension scheme.
• Excellent personal development and career opportunities
• On-going training.
• Access to our Employee Assistance Programme.
• Starting Salary: £23,000. Subject to review and increase on successful completion of probation
• Full-time & permanent position
• Hours: 9am-5pm Monday to Friday

(The role is subject to flexible working hours as and when required.)

As part of the pre employment process for this role an enhanced DBS check will be actioned.

A full driving licence and use of your own vehicle is necessary for this role.