Customer Service and/or Support Advisor

at  Home Instead

HOME INSTEAD

Do you want to be part of an award-winning home care provider?

Home Instead is the world’s leading provider of non-medical care and companionship services for the public. With visits of one hour or more, award winning training and an excellent reputation we are immensely proud of the quality of care we provide.

• Rated N.1 in the Elite top 100 Franchises 2020
• Franchise of the Year Gold Winner in the British Franchise Awards 2020

Job Description
Job Purpose
Responsible for assisting prospective clients to access care at home services from our 8 offices throughout Scotland, through phone calls and online. This is a fast-paced environment where you must respond and manage a high volume of calls and care enquiries.

The Role

• To provide a high quality and effective telephone and online enquiry management service, in order to ensure that the appropriate services are accessed
• To be the first point of contact for potential Clients, use effective questioning skills to establish the nature of their care requirements and identify the appropriate assistance required.
• Explain the various services that will meet this care need. Expand on this if necessary by explaining the use of Care Plans, Care Professional selection, training processes, and scheduling, ensuring that the caller fully understands the options open to them.
• Document customer interactions accurately, forwarding information to relevant colleague and taking appropriate steps thereafter
• Carry out any other duties deemed necessary for the successful operation of the enquiry process.

Essential Criteria

• Excellent communication skills, with the ability to explain information simply and clearly.
• Establish and maintain good rapport with customers by using positive language and anticipating their needs
• Ability to accurately record information and operate relevant software packages.
• Act as an effective liaison between callers and individual offices in managing queries from those looking for care at home services.
• Ensure that every call is conducted appropriately with clear, evidence based advice (and signposting where appropriate).
• Using advanced listening, probing and facilitative skills with a wide range of calls, some of which may be challenging due to emotive circumstances.
• Ability to maintain a calm and polite manner in stressful situations
• Willingness to keep up to date with new services and ways of working

Qualifications

Competencies

• Experience of working in a service-based environment and providing excellent customer service.
• Be confident on a variety of computer systems.
• Have good keyboard skills with a high degree of accuracy.
• Exceptional communication skills
• Be able to use questioning skills to extract accurate information from those who may be in an agitated or anxious state.
• Can work under pressure and follow clear instructions.
• Drive and passion to make a difference to people’s lives.
• Strong analytical skills.
• Highly organized.
• Ability to work independently.
• Good problem solving skills.
• Excellent interpersonal skills with an empathetic nature.

Additional Information
If you would like more information, please don’t hesitate to visit our website or give us a call:
https://www.homeinstead.co.uk/glasgow-north

• To provide a high quality and effective telephone and online enquiry management service, in order to ensure that the appropriate services are accessed
• To be the first point of contact for potential Clients, use effective questioning skills to establish the nature of their care requirements and identify the appropriate assistance required.
• Explain the various services that will meet this care need. Expand on this if necessary by explaining the use of Care Plans, Care Professional selection, training processes, and scheduling, ensuring that the caller fully understands the options open to them.
• Document customer interactions accurately, forwarding information to relevant colleague and taking appropriate steps thereafter
• Carry out any other duties deemed necessary for the successful operation of the enquiry process