Role Title
Customer Service Specialist with Car Driver Responsibilities
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Role Overview
We are seeking a Customer Service Specialist to join our team at Sea Recovery. This hands-on role combines recovery support, client engagement, and practical driving responsibilities, ensuring clients feel supported, safe, and cared for throughout their stay.
The role focuses on day-to-day non-clinical support, lifestyle coordination, and structured client engagement. You will actively accompany clients, provide practical assistance, and ensure a positive, recovery-appropriate environment — all while maintaining professional boundaries and discretion .
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Key Responsibilities
1. Client Engagement & Daily Experience
* Actively engage clients through structured activities, social interaction, and excursions
* Organize and facilitate group trips and outings, acting as a guide and motivating assistant
* Ensure activities are recovery-appropriate, safe, and aligned with individual recovery plans
* Monitor client engagement to prevent isolation or boredom
2. Client Journey Support (Arrival to Departure)
* Support client arrivals, admissions, orientation, and departures
* Provide a calm, welcoming, and professional presence at all stages
* Ensure clients feel personally cared for and supported throughout their stay
3. Appointment, Transport & Logistics Support
* Drive or escort clients to therapy sessions, medical appointments, airport transfers, and approved external activities
* Ensure punctuality, discretion, and safety during all transportation
* Coordinate with the reception and support team to ensure seamless client logistics
4. Daily Recovery Support & Structure
* Support clients in following daily recovery schedules
* Encourage participation in therapy, wellness activities, and structured time
* Reinforce therapeutic guidance without providing therapy
5. Observation & Reporting (Non-Clinical)
* Observe and report changes in client mood, behavior, and engagement
* Escalate concerns promptly to the Lead Support Worker
* Maintain clear professional boundaries at all times
6. Emotional Support Within Boundaries
* Provide appropriate emotional support through presence, listening, and grounding
* De-escalate distress without providing therapeutic interventions
7. Safeguarding & Client Safety
* Follow safeguarding protocols and escalation procedures
* Maintain awareness of client safety at all times
* Respond appropriately to incidents in coordination with senior staff
8. Practical Support & Client Comfort
* Assist with day-to-day needs such as shopping or logistics
* Ensure client comfort while maintaining respectful boundaries
9. Documentation & Handover
* Complete daily notes, shift handovers, and incident reports accurately and on time
* Ensure all documentation is GDPR-compliant
10. Service Excellence & Teamwork
* Deliver exceptional client service at all times
* Work collaboratively with the support team and reception
* Represent Oasis Premium Recovery in line with its premium brand standards
Key Requirements (Essential)
* Fluent English (spoken and written) – essential
* Valid EU driving licence – Category B
* Legal right to work in Spain
* Experience working in hospitality, preferably in high-end or client-facing environments
* Experience working in a health, wellbeing, or care environment
* Proven ability to work effectively within a team
* Comfortable working flexible hours, including evenings, weekends, and rotational shifts
The Ideal Candidate
We are looking for someone who demonstrates:
* Emotional intelligence and self-regulation, remaining calm, grounded, and professional in emotionally charged situations
* Strong observational and situational awareness, with the ability to notice subtle changes in mood, behaviour, or engagement
* Clear professional boundaries, with a strong respect for structure, confidentiality, and reporting lines
* Clear and confident communication skills, including accurate handovers and timely escalation of concerns
* Reliability and accountability, with consistent punctuality and follow-through
* A team-first mindset, contributing positively to team culture and collaboration across departments
* Flexibility and adaptability in a dynamic residential environment
Important Note
This role is not a therapeutic or counselling position. Applicants must be comfortable supporting the therapeutic programme without providing advice or treatment, and operating strictly within the defined scope of the role.
What We Offer
* A structured and supportive working environment
* The opportunity to work within a multidisciplinary team
* A role with real responsibility and purpose
* Ongoing training and professional development
* Competitive compensation aligned with experience