Customer Care Coordinator

New Business Care Coordinator

Department: East 2

Employment Type: Fixed Term - Full Time

Location: Peterborough

Reporting To: Jennifer Goodman

Compensation: £27 / year

Description Extraordinary Care. Extraordinary Culture. Extraordinary Careers.

At Helping Hands, kindness is our foundation. From our first kitchen table beginnings to the thousands strong team we are today, we're united by one belief: everyone deserves to live well in the place they call home. If you're passionate about creating meaningful digital experiences and want a role where your work genuinely helps families find the care they need, there's a place for you here.

To support our continued growth, we're recruiting a Customer Care Coordinator to play a pivotal role in the success of our Live In Care service, ensuring our customers and carers receive exceptional support every day.

As a Customer Care Coordinator, you'll manage and monitor the delivery of a high quality live in care service. You'll be responsible for the coordination, deployment and day to day support of our Live In Carers while helping ensure every customer receives a consistent, outstanding experience.

You'll act as an essential link between customers, carers, internal teams and the wider region - keeping everything running smoothly and ensuring every placement is set up for success.

This is a 6 month fixed term contract.
Key Responsibilities

• Managing customer and carer queries, resolving issues effectively and efficiently
• Keeping Managers informed of carer availability, updates and support needs
• Maintaining accurate, compliant customer and carer documentation
• Scheduling and matching carers to customer placements with care and precision
• Providing day to day support to Live In Carers
• Liaising with new customers to ensure their requirements are fully understood and met
• Ensuring an exceptional customer experience at every stage

Please note: There is no requirement to deliver hands on care in this role.
Who you are You thrive in a fast paced environment and bring energy, motivation and a strong customer focused mindset to everything you do. You're confident managing relationships, resolving challenges and influencing others in a calm and compassionate way.

You'll bring:

• Previous experience in customer care, complaint handling or service coordination
• Strong problem solving skills and exceptional attention to detail
• Excellent organisational skills and the ability to multitask effectively
• Proficiency in Microsoft Word and Excel, with confidence navigating multiple databases
• A positive, collaborative and solutions focused approach

Why Helping Hands?

• 25 days annual leave
• Access to our Employee Assistance Programme
• Free Blue Light Card
• Career development and progression opportunities
• A welcoming, supportive and purpose driven culture where everyone is valued