Role Title

Customer Service Specialist with Car Driver Responsibilities

⸻

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 .

⸻

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