Customer Service Advocate (Telecare)

We’re looking for a dedicated, compassionate and enthusiastic Customer Service Advocate to join our team in Sunderland on a full-time, temporary basis. This is a customer-focused role supporting residents through the Telecare Alarm and Out of Hours Emergency Support services.

Shifts may include 7am–3pm, 9am–5pm, 3pm–11pm, and 11pm–7am, so applicants must be available for daytime, evening and overnight shifts.

•Act as the first point of contact for residents using the Telecare alarm service and those requiring Out of Hours emergency support.

•Respond promptly and professionally to Telecare alerts and emergency enquiries, providing reassurance and arranging the appropriate response.

•Handle a wide range of customer enquiries, assessing individual needs and working to resolve issues effectively at the first point of contact.

•Provide clear information, advice and guidance through telephone, email, face-to-face, web chat, social media and other communication channels.

•Actively listen to customers, quickly assess their needs and build positive rapport to provide a supportive and professional service.

•Work closely with internal teams, external partners and other services to coordinate appropriate support and achieve required service standards.