Customer Service Representative

**Circa £31,000 + Car Allowance Remote with Occasional Travel M4 Corridor**

Cathedral Appointments is recruiting on behalf of a well-established provider of care technology services, helping older and vulnerable people live safely and independently in their own homes. As more customers come to rely on personal alarm and monitoring equipment, the business is looking for a Customer Service Technical Advisor to keep that technology working and make sure every customer feels confident using it. This is a remote role covering Reading, Oxford, Milton Keynes and the surrounding central belt, so you will need to be based within easy reach of the M4 corridor.

The Role

This is a people-focused technical role, working remotely as part of a small, supportive team. The large majority of your work will be handled by phone and online, diagnosing faults, resolving customer issues and talking people through how their equipment works. Site and home visits are occasional and usually planned weeks in advance, and you will be provided with all the tools needed for fittings and installations. Full training is provided, so it would suit someone with strong communication skills, patience and an interest in technology, whether your background is in customer service, care or a technical field.

Responsibilities for the Customer Service Technical Advisor:

• Provide remote technical support to customers, diagnosing and resolving faults on personal alarm and care technology equipment.
• Respond to automated device alerts, such as power failures or low batteries, making sure each issue is resolved or a replacement is arranged.
• Programme and update devices remotely using online device management systems, including pendant set-up and firmware updates.
• Explain clearly how equipment works, giving customers and their families the guidance and information they need to feel confident.
• Carry out occasional planned visits to customers’ homes and sites to maintain, repair or replace equipment, including basic installation tasks such as fitting smoke detectors or key safes.
• Take your turn on the team’s shared Saturday on-call rota.
• Manage your own workload to meet service targets, following safe working, safeguarding and data protection procedures.

Requirements for the Customer Service Technical Advisor include:

• Excellent communication skills, with the ability to explain technical information in simple terms.
• Patience and empathy when supporting older people and people with disabilities.
• A professional, respectful approach when working in customers’ homes.
• Good organisation and time management, and the confidence to work independently.
• Accurate record keeping and competence with Microsoft Office.
• A full UK driving licence and your own car, with the flexibility to travel across the area when visits are needed.
• Based within easy reach of the M4 corridor, covering Reading, Oxford and Milton Keynes.

Experience with telecare or personal alarms, installing electronic or telecommunications equipment, basic Wi-Fi and Bluetooth troubleshooting, or working in care or community support would be an advantage, but is not essential.

Benefits:

• Circa £31,000 per annum, plus a car allowance and mileage.
• Permanent, full-time remote role, 37.5 hours per week across Monday to Saturday, with Saturday on-call shared on a rota.
• 34 days’ holiday, including bank holidays and your birthday.
• Full training, plus all tools and equipment provided.
• Life insurance, medical insurance and a pension scheme.
• Share scheme, wellbeing programme and a paid volunteering day.
• Long service awards, employee discounts and a cycle to work scheme.

If you enjoy helping people and would like to build your technical skills with full training and support, we would love to hear from you. This role is subject to a basic DBS check and references.

Note on Sponsorship: We regret to inform you that at this time, we are unable to offer sponsorship for work authorisation for this role. Therefore, candidates must possess valid authorisation to work in the UK without requiring visa sponsorship.

Recruitment Consultant: Dan Martin

Ref: 11372