Role Overview
We are seeking a Customer Service Specialist to join our team at Oasis Premium Recovery. This hands-on role combines recovery support, client engagement, practical driving responsibilities, and light property maintenance supervision, ensuring clients feel supported, safe, and cared for throughout their stay.
The role focuses on day-to-day non-clinical support, lifestyle coordination, structured client engagement, and maintaining the high standards of our residential environment. You will actively accompany clients, provide practical assistance, support property upkeep, and ensure a positive, recovery-appropriate setting — 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 xohynlm
* Ensure client comfort while maintaining respectful boundaries
9. Property Maintenance Supervision
* Oversee general property upkeep, including gardens, pools, and outdoor areas
* Monitor maintenance schedules and conduct basic inspections
* Handle minor repairs where appropriate and coordinate external contractors when needed
* Support procurement of maintenance supplies and ensure safe storage
* Ensure all areas meet premium presentation and safety standards
10. Documentation & Handover
* Complete daily notes, shift handovers, and incident reports accurately and on time
* Ensure all documentation is GDPR-compliant
11. 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