⭐ Customer Services Representative – Supported Living (Complex Needs) ⭐
🔔Key Information
📍Location: Southampton
💷 Pay Rate: £28,000/year
🕒 Hours: 37.5 (Full-time (flexibility required))
📅 Working Pattern: Monday-Friday and participation in the out-of-hours rota (additional remuneration provided)
🔔 Why Work With Us?
✨ Company pension scheme
✨ Employee Assistance & Benefits Programme
✨ 5.6 weeks annual leave (pro rata)
✨ Comprehensive induction and ongoing training
✨ Supportive management and team culture
✨ Opportunities for development within a growing supported living service
➡️ About the Role
As a Customer Services Representative, you’ll play a vital role at the heart of our supported living services for adults with complex learning disabilities and behaviours that may challenge.
You’ll be the first point of contact for service users, families, support staff, and professionals — ensuring communication is clear, compassionate, and responsive, and that our services continue to run safely and smoothly.
This is a fast-paced, people-focused role that requires calm decision-making, strong organisation, and a genuine commitment to high-quality, person-centred support.
🔔 What You’ll Be Doing
✔ Acting as the first point of contact for incoming and outgoing calls, responding professionally and with empathy
✔ Building positive, trusting relationships with service users, families, and support teams
✔ Understanding individual needs and providing reassurance during challenging or urgent situations
✔ Accurately recording communications and updates within our CRM and internal systems
✔ Escalating priority concerns to senior staff and supporting effective resolutions
✔ Supporting day-to-day service delivery, including rota coordination and covering support staff absence
✔ Working closely with Support Workers and managers to ensure continuity of care
✔ Managing administrative tasks, documentation, and service records in line with company policies
✔ Supporting continuous improvement and promoting a person-centred, values-led culture
✔ Participating in team meetings and contributing to effective communication across the service
✔ Supporting an out-of-hours rota to respond to emergency calls when required
👀 Who We’re Looking For
🔹 Experience in a customer service or administrative role (essential)
🔹 Experience or understanding of supported living, learning disabilities, autism, or complex needs (highly desirable)
🔹 Calm, professional, and confident telephone manner
🔹 Ability to manage challenging situations with empathy and resilience
🔹 Strong organisational skills and attention to detail
🔹Confident IT skills, including CRM or scheduling systems
🔹 A proactive, solutions-focused approach
🔹 Ability to work independently and as part of a multidisciplinary team
🔹 Flexible and adaptable to the needs of a 24/7 supported living service
✅A full UK driving licence and access to your own vehicle is required
✅Full Right to Work in the UK
✅Enhanced DBS check required
If you’re passionate about making a difference behind the scenes and want to support people with complex learning disabilities to receive outstanding, consistent care — we’d love to hear from you.
😊Apply now and become a key part of our supportive, values-driven team!
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