Customer Service Advisor

Provide care Solutions LTD; Greenford; Hybrid; GBP 21,000 - 31,000; Full time

Job summary

Provide CIC is seeking a Controller Responder to join the Carecall247 service, delivering rapid emergency responses and coordinating referrals to health and social care services. The role is based in Colchester during office hours with potential after-training home working.

You will work in a busy control centre, monitoring calls, providing proactive support, and helping maintain a high-quality service and strong corporate reputation for the organisation.

Responsibilities

• Monitor and answer calls on the call handling platform in line with Telecare Services Association and local guidelines.
• Provide timely, effective response to emergency alerts/alarms from Carecall247 customers in homes, workplaces or Sheltered Schemes.
• Complete onward referrals, in consultation with the customer to relevant health and social care services.
• Provide a responder service.

Job description

An opportunity has arisen for a Controller Responder within the Carecall247 service (part of Provide CIC). This post involves answering calls within a busy Control Centre and providing an emergency response to customers that require assistance and/or have experienced a fall. The post holder will be part of a team responding to Provide customers requiring a support visit. The post holder will be based in Colchester during office hours, although after training, some home working may be possible.

Main duties of the job

The London Community Equipment Services (LCES) delivers and installs vital equipment and adaptions to customers, which is essential to support daily living needs and aid their independence.

The role is varied, and training will be provided, for you to become multi skilled in all areas of LCES. You will need to be flexible and have good computer skills and attention to detail. You will be expected to work pro-actively with colleagues and help to identify and implement continuous improvements and share best practice.

The post holder will be expected to work on their own initiative when dealing with last minute changes that can occur. This is a pivotal role - to help deliver a high standard service and excellent corporate reputation through ensuring customers get the right product and service at the right time.

Working for our organisation

Provide is a Community Interest Company (social enterprise). We deliver a broad range of health and social care services in the community, and are committed to making sure that they are safe, responsive and of high quality. Provide is owned by its employees and has primarily social objectives. Any profits we make are reinvested into the local community or back into delivering services.

We work from a variety of community settings, such as community hospitals, community clinics, schools, nursing homes and primary care settings, as well as within people’s homes to provide more than 40 services to children, families and adults across Essex, Dorset, East Anglia and the North of England.

A highly respected, award winning health and social care provider. We expect our staff to demonstrate and uphold our values at all times:

Vision: Transforming Lives

Values: Care, Innovation and Compassion

Mission: An ambitious, employee owned social enterprise, growing in size and influence. We transform lives by treating, caring and educating people.

Provide is an equal opportunity employer committed to building a team that represents a variety of backgrounds, perspectives and skills, proud to have LGBT+ and Ethnic Minority Networks.

We welcome applicants from underrepresented groups. If you have the skills and experience for the job, please apply regardless of your background.

Detailed job description and main responsibilities

Main Duties

• To monitor and answer calls on the call handling platform in line with Telecare Services Association and local guidelines.
• To provide a timely, effective response to emergency alerts/alarms from Carecall247 customers within their own homes, workplaces or in Sheltered Schemes
• To complete onward referrals, in consultation with the customer to relevant health and social care services
• To provide a responder service

Please see attached job description for full details of role responsibilities

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