Role Title
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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. xqbhyrx 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