Reception & Customer Service Officer

About us

Brook Meadows House is a welcoming residential care home committed to providing high-quality care and a supportive environment for residents, families, professionals and visitors. We pride ourselves on delivering a warm, professional service at every point of contact.

We are looking for a friendly, organised and proactive Reception & Customer Service Officer to join our team and play a vital role in the smooth running of our front-of-house and administrative services.

The Role 

You will be the first point of contact for residents, relatives, health professionals and visitors, ensuring everyone receives a professional and welcoming experience. Alongside reception duties, you will provide efficient administrative support, support with payroll documentation and assist the management team with private care enquiries while maintaining strict confidentiality and compliance with Data Protection and organisational policies.

Key Responsibilities

• Provide a professional, friendly and welcoming reception service to residents, relatives, health professionals and visitors
• Assist with private residential and homecare enquiries, including supporting visits from prospective residents and their families
• Help maintain a positive visitor experience, including assisting with the in-house café when required
• Ensure the CRM database for private enquiries is kept fully updated and support responses to enquiries when required
• Monitor staffing levels using Planday, open bank shifts as required, and escalate to the Registered Manager when staffing falls below required levels
• Manage and process agency staff invoices, ensuring they accurately reflect shifts worked
• Use Planday to complete payroll-related documentation, including additional duties, expenses, and unpaid leave for all care home employees

About you 

Essential:

• Experience in a reception or customer service role
• Strong relationship building skills with a customer first mindset
• Excellent communication and interpersonal skills
• Confidence handling enquiries with empathy and professionalism
• Strong administrative and organisational ability
• Good IT skills, including Microsoft Office

Desirable:

• Experience within healthcare, social care, or hospitality environment
• Knowledge of residential care or homecare services
• Experience supporting payroll or staffing administration

Be part of a team that helps make Brook Meadows House a warm, professional and welcoming place for all.