Customer Services Advisor

Job Description

We have an exciting opportunity for a Customer Services Advisor (Community Relations Coordinator) to join a new team of talented people and will have the unique opportunity to be part of a new service.This is a newly created role where you will join a new team where you will be managing the first impression of Sunrise for all prospective residents and their families, and so the experience and support provided by the team will be paramount.About the role: The Customer Services Advisor is responsible for handling incoming enquiries from prospective Sunrise residents and their families. Enquiries will be via phone, web and e mail. The Customer Services Advisor will create a positive and long lasting first impression of Sunrise on all calls handled, and is responsible for using the enquiries received to schedule and increase volumes of initial in-person presentations (IPP) and move-ins for communities. The Customer Services Advisor will at all times be an excellent representative of the Sunrise Brand, and will work to support overall occupancy and revenue goals.Responsible for: • Responding to enquiries/leads from multiple channels (Phone, email and website)• Ensuring all relevant information is shared to support the caller in their enquiry, providing an exceptional level of service and a positive customer experience• Responding to enquiries and leads within agreed timescales and meeting all relevant KPI’s• Ensuring full and accurate information is captured and updated into the Sunrise/Gracewell database• Supporting the Sales & Marketing team by effectively maintaining all prospect records in the customer relationship management lead tracking system• Supporting and assisting the General Manager and Director of Community Relations in building a trusting and positive relationship with prospects by understanding the Sunrise product and how Sunrise can meet the customer’s needs• Maintaining and protecting the confidentiality of resident information at all timesAbout you:• Experience of working in a telephone based customer service environment, preferably in the healthcare industry• Ability to prioritise and has effective time management and organizational skills• Experience of working to agreed KPI’s, targets and deadlines• Excellent verbal and written communication skills• Ability to build appropriate rapport and relationships with internal and external customers• Good proficiency in computer skills with experience of working with MS Office and ability to learn new systems• Effective conflict management skills• Self-motivated and able to work on own initiative• Effective team player who supports others and works towards overall objectives and goals• Ability to work weekends and flexible hours to be available for customers as required. Opening hours for the team will be 8am – 8pm Mon – Sat and 9am – 8pm Sundays. The shift pattern will be variable to fit within these hours.• A demonstrated track record of closing sales is desired but not essentialWhy should you work for usAs well as a competitive salary we offer some great benefits including:

28 days holiday

Ongoing career training and development

A fantastic range of discounts and offers from many high street/ online retailers

Workplace Pension

Life Assurance Scheme

Recognising great work through our ‘Heart & Soul’ awards scheme

Wellbeing services, financial loans and more.

We’re also committed to helping you progress and grow, with regular training and supervision, development opportunities and study support. If you want to build a successful career in care, we’re the best place to start.To find out more about what it’s like to work at a Sunrise care home click hereHow to apply:If this sounds like a job for you, and you are interested in applying for this vacancy we would like to hear from you, please click the ‘apply now’ button and one of our team will be in contact with you very soon.Salary is dependent on experience.