Telecare Support Officer

3 weeks ago


London, United Kingdom iWork Recruitment Limited Full time

Contract to start on 22-01-24 until 21-04-24 with a possible extension.

The Telecare Support Officers will be responsible for supporting clients in the migration of their analogue phone line to a digital connection, carrying out client reviews and survey over the phone and scheduling appointments for equipment replacement.

**About You**:
We are seeking people who: Have an understanding and interest in Telecare technology.

Experience of call handling platform, ideally Answerlink platform (Jontek)

Enjoy working with people who are older or who have complex health needs

Can demonstrate excellent written and verbal communication skills

Experience of keeping detailed records and notes including databases

Good organisational skills, be able to prioritise work and work under pressure

**Job role**

Support Hillingdon call centre in the migration of analogue to digital TEC equipment

Carrying out telephone surveys and responds to enquiries and follow through queries with appropriate course of action

Prioritise and log all call activities (call reason and call action) and update the Telecare call handling system (Jontek answerlink)

Contact service user / carers by telephone and carry out telephone surveys and reviews and book an appointment for an installer to visit the person at home.

Ensure follow up are completed effectively and timely.

Update adult social care IT systems accurately and in a timely manner.

Work flexibly at times to ensure that changing priorities are met

Be the lead Customer Services for all query pertaining to the digital upgrade of the telecare equipment.

Work closely with Hillingdon call centre and the provider of the call response service

Work in partnership and close liaison with other health, social care and voluntary sector partners as required.

Attend meetings as and when required.

**Essential Criteria**

Good level of general education to GCSE or similar

Experience in Telecare installation, assessment or call handling

Demonstrable Knowledge and practice of good customer care skills - particularly over the telephone

Experience (personal, paid or voluntary) of working with disabled adults and older people.

Excellent interpersonal skills

Good communication, listening skills on the telephone

Ability to prioritise and categorise based on information provided and using sound judgement

Effective organisation and time management skills

Ability to complete and use spreadsheets (Excel) and other IT based reports

Ability to prioritise your work and use own initiative

Positive attitude

Flexibility & responsiveness Desirable criteria

Clean driving licence

RQ1175384-01-24

**Salary**: £16.25 per hour

Work Location: In person


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