Job Description
Title: Customer Relations Adviser
Contract: 3 Months (possible extension)
Location: Welwyn Garden City, UK (on-site)
Working Pattern: Full-time (Monday to Friday - 39 hrs per week)
Job Overview
We are seeking a Customer Service Administrator to provide temporary project support to the Business Team as part of a countywide equipment recovery programme.
The role will focus on identifying and coordinating the recovery of HES-owned equipment that remains in service users' homes and care homes following the death of the registered client. The successful candidate will provide effective administrative and customer service support throughout the recovery process, helping ensure equipment is returned promptly and made available for reallocation.
Key Responsibilities
- Support the countywide equipment recovery programme by identifying HES-owned equipment that remains with service users and care homes.
- Contact relevant individuals, care homes and other parties to coordinate the return of equipment.
- Maintain accurate records of equipment recovery activity, including outstanding and recovered items.
- Provide clear and professional communication when dealing with enquiries relating to equipment recovery.
- Coordinate the collection and return of equipment to the appropriate HES processes.
- Ensure recovered equipment is appropriately recorded and progressed through the required decontamination, recycling, inspection and servicing procedures.
- Liaise with relevant internal teams and technicians to support the efficient processing and return of equipment to stock.
- Monitor outstanding recovery cases and follow up where necessary to ensure equipment is returned.
- Maintain accurate administrative records and provide project support to the Business Team.
- Handle sensitive situations professionally and with appropriate discretion when communicating with service users, families and care homes.
Person Specification
The successful candidate will ideally have:
- Previous experience in customer service, administration or project support.
- Excellent communication and interpersonal skills, both written and verbal.
- Strong organisational skills with the ability to manage multiple cases and follow up outstanding actions.
- Good attention to detail and the ability to maintain accurate records.
- A professional and empathetic approach when dealing with sensitive circumstances.
- The ability to communicate confidently with service users, care homes and internal teams.
- Good IT and administrative skills, including the ability to update databases and maintain records.
- The ability to work independently while also supporting wider team objectives.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.