Service Support 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

Salary:£28,976 per annum

About Cera:

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 elevate 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 anoverall 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 Carediscount platform and Employee Assistance Programme

What's it like to be part of the Cera Team?

Our team is made up of academics, innovators, start-up accelerators and care experts, all connected by a vision to build a better future for care through the combination of best-in-class carers, empowered by technology.

You have the opportunity to join a purpose-driven company at the tipping point of transformation. You'll play a key part in the evolution of Cera and make a real impact, now and in the future.

We champion diversity, inclusion and well-being to create a workplace where you value yourself and feel proud of who you are. We believe in a world where you have the freedom to explore and express yourself without judgement, no matter who you are or where you're from. Where individuality is a source of confidence, because difference makes the world a better place. People from cultural or gender diverse backgrounds, women and people with disability are encouraged to apply.