Care Compliance & Quality Improvement Officer

Cera Care Ltd; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Training & Development

Employee Assistance Programme

Discount platform

Job summary

Cera Care Ltd in London is seeking a Service Support Officer to manage electronic call monitoring, compliance, and investigations, ensuring a safe, high-quality home care service. You will work with staff to resolve alerts, reconcile visit data, and help drive improvements across the branch.

The role emphasizes accuracy in data capture, adherence to procedures, and collaboration with the Registered Manager to support outstanding quality ratings and daily reporting.

Responsibilities

• Manage electronic call monitoring and compliance with staff to ensure a safe, high-quality service.
• Respond to alerts on the system related to non-adherence with visit times or durations.
• Reconcile visit information daily in line with contractual and regulatory requirements.
• Investigate attendance issues and escalate to the Care Coordinator as needed.
• Triage inbound alerts, complaints and questions across branch systems, email, phone and walk-ins.
• Ensure carer payroll queries are reconciled daily.
• Carry out initial investigations and suggest improvements to quality and safety of the service.
• Support Care Quality Lead in logging incident information in Jarvis.
• Maintain records and reporting in line with legal requirements for branch operation.
• Assist with daily, weekly and monthly reporting requirements.

Job description

Cera Care Ltd in London is seeking a Service Support Officer to manage electronic call monitoring, compliance, and investigations, ensuring a safe, high-quality home care service. You will work with staff to resolve alerts, reconcile visit data, and help drive improvements across the branch.

The role emphasizes accuracy in data capture, adherence to procedures, and collaboration with the Registered Manager to support outstanding quality ratings and daily reporting.