Customer Contact Advisor

£22,010.56 per annum

The Customer Contact Advisor will be responsible for managing new resident referrals to Norse Care services.  As part of this, the postholder will have a good understanding of the available bedspaces within the Norse Care estate and will carry out daily reviews to ensure opportunities for new residents to join Norse Care is effectively and efficiently managed.

With oversight of each referral the postholder will be responsible for ensuring thorough referral details are recorded, ensuring all necessary documents are received, passed to our Trusted Assessors team and that the referral meets the Norse Care guidelines for entry into the service.

The Customer Contact Advisor will be expected to have experience with customer service tasks, including excellent communication skills when speaking with family members, and the ability to maintain confidential resident records, manage multiple schedules, and ensure that resident information and data systems are complete and up to date.   The Customer Contact Advisor will be expected to collaborate and communicate with all internal stakeholders and use systems which keep management information data up to date and correct.

Key Responsibilities may include:

• Assists with the creation of standard work for referral coordination. Responds to all requests (email, website, phone, other) and inquiries to best coordinate resident referrals and needs.
• Maintains referral work queue in a timely manner, updates and closes referrals as appropriate.
• Effectively communicates with the individual and all relevant stakeholders, social workers, patients and families, and rehabilitation teams to promote seamless referral coordination and scheduling.
• Effectively communicates with internal coordinators, including the Commercial Manager for Norse Care, Trusted Assessor colleagues and Norse Care Registered Managers and Directors in order to promote seamless referral coordination and scheduling.
• Balances quality, people and customer expectations appropriate to the business situation.
• Advanced ability with MS Outlook, Word, Excel.
• Intermediate ability and confidence in using and learning other software applications.

Skills and experience:

• Previous experience working in a busy, administration environment.
• Strong organisational skills.
• Full driving licence due to the travel requirements of the role.
• DBS required due to confidential data handling of vulnerable adults.

Our Offer:

• Competitive salary of £22,010.56 per annum, depending on experience
• 25 days annual leave + bank holidays
• NEST Pension Scheme + 8 Week Company Sickness Scheme
• Opportunity to attain further professional qualifications and develop your experience

An enhanced DBS check will be required for our successful candidate, payment will be met by the employer. Please click here for details of our DBS policy relating to the recruitment of ex-offenders.

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

Due to the high numbers of applications we receive for our vacancies, if you do not hear from us within 2 weeks of the date you apply, please assume that your application has been unsuccessful for this position.