Join ECL's Contact Centre team and make a real difference every day. As the first point of contact for customers, you'll provide friendly, professional support, helping people access the services they need while delivering an outstanding customer experience.
This is a varied and rewarding role where you'll work across multiple services, develop a broad range of skills, and receive full training to become a valued member of our multi-skilled team.
Key Responsibilities
- Respond to customer enquiries and referrals by phone and email.
- Deliver compassionate, high-quality customer service.
- Process referrals and update customer records accurately.
- Manage shared inboxes and high-volume enquiries.
- Signpost customers to relevant ECL and external services.
- Monitor care calls and provide operational support to regional teams.
- Support frontline care colleagues and lone-worker safety.
- Contribute to continuous service improvement.
What we're looking for
- Excellent communication and customer service skills.
- Strong IT skills and attention to detail.
- A proactive, flexible, and team-focused approach.
Join ECL and make a real difference every day while developing your skills in a supportive and rewarding environment.
About You
- Previous Customer Service experience.
- Experience of administrative work in an office environment.
- Excellent written and verbal communication skills.
- Confidence to deal with a variety of customer situations.
- Great computer skills, including Microsoft Outlook, Excel, and Word.
- Problem solving and decision-making skills.
- Accuracy / Attention to detail.
- Ability to work methodically both independently and as part of a team.
- Strong written and verbal communication skills
- Clear and effective telephone manner
- 55p paid per mile tax-free
- Up to 32 days annual leave a year (inclusive of bank holidays)
- Fully paid induction and training with ongoing support
- Career development opportunities with access to paid for qualifications
- Annual salary reviews
- Annual performance-related bonus
- Company smart phone provided
- Enhanced DBS and renewals paid for by ECL
- Company pension - Enhanced contributory NEST scheme - we contribute up to 6%
- Healthcare support scheme via Healthshield paid for by ECL
- Employee Loyalty Scheme with long service awards
- Employee referral program - £350 for referring a friend
- Employee Assistance Programme available 24/7
- Access to Blue Light Card
- Mental health first aiders in every service
- Reimbursement of professional membership related to your role
About Us
At ECL, we offer care and support to thousands of people to live safely and independently within their own homes and local communities in South East England. We provide high quality social care services in Essex, London Borough of Havering, London Borough of Barking & Dagenham and West Sussex aimed at wellbeing, prevention and increasing independence.
Our vision is to transform lives, empowering independence through care excellence for all. We're looking for talented individuals who share our values of caring, excellence, integrity and teamwork, and are driven to make a positive and lasting impact on the lives of others.
We are an equal opportunities employer and positively encourage applications from suitable candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.
We are proud to be part of the Disability Confident scheme which helps to employ, support and promote disabled people in the workplace.
Please note that while ECL does hold a visa sponsor licence, we do not currently accept direct applications from candidates requiring visa sponsorship. Instead, we work with a designated third-party provider to support sponsorship arrangements. Therefore, applicants who do not already have the right to work in the UK and/or require visa sponsorship to continue working in the UK cannot be considered for this role through direct application.
Out of Hours Contact Centre Advisor in Chelmsford employer: ECL
ECL is an exceptional employer located in Horsham, West Sussex, offering a supportive work culture that prioritises employee wellbeing and development. With generous benefits such as up to 32 days of annual leave, a comprehensive healthcare support scheme, and opportunities for career advancement through paid qualifications, ECL fosters a rewarding environment for its staff. Join us in making a meaningful impact on the lives of vulnerable customers while enjoying a fulfilling career with a company that values diversity and inclusivity.
