Enquiries Assistant

Employment Type: 37.5 hours per week including working alternate weekends. This is an office based position, no hybrid or remote working.

About the Role

As an Enquiries Assistant, you will manage incoming and outgoing calls, respond to enquiries and concerns, and ensure information is recorded accurately and handled in line with company policies. You’ll play an important role in supporting our care homes and maintaining a high standard of customer experience.

Key Responsibilities

• Answer incoming calls promptly and professionally

• Make outbound calls for follow-ups and show rounds

• Handle enquiries, requests, and complaints calmly and courteously

• Accurately record call details using the Enquiry Management system

• Escalate complex or urgent issues to the appropriate care home team

• Meet performance targets, including call handling times and customer satisfaction

• Maintain strict confidentiality and comply with data protection requirements

• Develop a strong understanding of the Hartford Care group of homes

What We’re Looking For

Essential:

• Experience in customer service, call centre, healthcare, or care-related roles

• Excellent verbal and written communication skills

• Compassionate, patient, and respectful approach

• Strong organisational skills and reliability

• Ability to follow procedures, policies, and escalation processes

• Competent in Microsoft Office

• Flexible to work shifts, including weekends (and evenings if required)

What You’ll Get

We believe in looking after the people who look after others. Here’s what’s waiting for you:

• Be heard through the Hartford Voice Forum
• Occupational sick pay and annual pay reviews
• Life insurance and enhanced parental leave pay
• Recruitment referral bonuses
• Blue Light discounts
• Free DBS check and NMC PIN reimbursement
• Salary sacrifice schemes and access to Wagestream (draw down earned pay before payday!)
• A wide range of learning and development opportunities