Customer Service Advisor

Provide Care Solutions LTD; Greenford; Hybrid; GBP 22,000 - 32,000; Full time

Job summary

Provide CIC is seeking a dedicated Controller Responder for the Carecall247 service to handle emergency responses and customer enquiries. The role involves monitoring calls, coordinating referrals, and ensuring timely service delivery in a busy control centre environment.

Based in Colchester during office hours with potential after-training home working; you will join a team committed to high quality health and social care support across Essex and neighbouring regions.

Qualifications

• We are looking for an organised and customer-focused individual.

Responsibilities

• Monitor and answer calls on the call handling platform in line with guidelines.
• Provide timely, effective response to emergency alerts/alarms from customers.
• Process referrals and enquiries to relevant health and social care services.
• Provide a responder service and support delivery, collection, assessments and installations where required.

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

We are looking for an organised and customer-focused individual to join our team as a Customer Service Advisor.

This is a pivotal role supporting community equipment services, ensuring customers receive the equipment and support they need while delivering excellent service to health and social care partners, healthcare professionals and commissioners.

As the first point of contact, you will manage incoming calls, emails and web enquiries, providing advice, resolving queries and directing customers to the appropriate service. You will process referrals and enquiries using internal systems, ensuring information is recorded accurately and key performance targets are achieved.

You will also play a key role in planning and scheduling service activity, ensuring the right employees are available to safely and effectively carry out deliveries, collections, assessments and installations. Working closely with operational teams, you will help optimise resources, maintain service standards and support the smooth day-to-day running of the service.

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.

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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