Service Support Officer

Cera Care; Bournemouth; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading home care provider is seeking a Service Support Officer to manage electronic call monitoring and ensure compliance with quality standards. You will be responsible for overseeing visit punctuality and attendance issues, supporting continuous improvement, and assisting with reporting. This role offers career development opportunities and access to training. Join us in changing home care in the UK.

Benefits

Career development opportunities

Training for your role and future career

We Care discount platform

Employee Assistance Programme

Qualifications

• Experience in managing electronic call monitoring and compliance.
• Ability to respond effectively to system alerts and complaints.
• Skills in data reconciliation and reporting.

Responsibilities

• Manage visit punctuality and durations of scheduled visits.
• Investigate attendance issues and escalate as necessary.
• Support quality through incident logging and improvement plans.

Job description

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Cera's vision is to empower people to live their best lives, in their own home, through the use of technology, professional care and support. Joining Cera, you are contributing to making this vision a reality. The work you do promotes the dignity, respect, independence and choice of our service users, enabling you to make a real difference. We are changing the way people receive care by empowering our professional carers with insight and improved decision making. Our technology is enabling carers to do what they do best, care.

Purpose of Role

Manage electronic call monitoring and related compliance, supervision, investigations and continuous improvement with staff ensuring a safe service to the highest level of quality is provided.

Responsibilities

Manage visit punctuality and durations in line with contractual and designated care package obligations.

Respond to alerts on the system related to non-adherence with scheduled visit start / finish times or planned visit duration.

Reconcile visit information daily in line with contractual / regulatory requirements

Investigate visit attendance and duration issues, escalating top offending carers and poor behaviour root causes to the Care Coordinator.

Triage all inbound alerts, complaints and questions across Cera branch systems, email, phone and walk-ins.

Review incoming alerts and queries, resolve where possible or escalate to other team members based on company standard operating procedures.

Ensure carer payroll queries and alerts are reconciled daily.

Carry out initial investigations relating to the quality and safety of the service where appropriate and use findings to suggest improvements.

Support Care Quality Lead in logging of incident information in company's internal systems (Jarvis).

Ensure branch and carer staff operate in accordance to company's standard operating procedures and regulatory requirements.

Create and lead on improvement plans to ensure high compliance and a culture of learning and improvement is in place.

Signpost carer and branch staff to standard operating procedures, policies and best practices.

Work alongside the Registered Manager to achieve outstanding quality ratings during internal and external quality reviews.

Assist with accurate data capture and branch reporting.

Maintain full and accurate records and reporting systems in accordance with legal requirements to ensure the effective running of branch.

Support Registered Manager with daily, weekly and monthly reporting requirements as required

This job description is not intended to provide an exhaustive list of all the associated duties of the role of Service Support Officer and is intended to provide an overview of the role. We have developed an extensive RASCI - Responsibilities, Accountabilities, Support, Consulted and Informed which gives a lot more detail on the specifics of what you can expect and this will be shared with you by the Registered Manager. Your role is critical to the success of the overall performance of the branch.

• Great Career development opportunities with a fast-growing Company.
• Hardworking team looking to utilise Technology to improve Home Care in the UK.

You'll have access to:

• Training and development for your role and future Career with Cera
• We Care discount platform and Employee Assistance Programme