Care Co-ordinator
5 months ago
**Purpose of the role**:
**DUTIES AND RESPONSIBILITIES**:
- Manage an assigned portfolio of Care Service Providers, ensuring they provide exceptional customer service and addressing any concerns or issues that arise promptly.
- Maintain sales within key accounts by building relationships with Home Manager’s and any relevant parties responsible for agency staffing provisions.
- Identify new sales opportunities with current or prospective clients and maintaining a high level of customer satisfaction.
- Support clients through any challenges and developing account plans to support and improve the service.
- Report immediately to the Call Centre Manager/Head of Operations, any significant changes in shift requirements relating to their client list. (i.e. using other agencies, training requirements, change of ownership, potential new clients)
- Manage shift fulfilment and wherever necessary the assignment of staff through the platform.
- Conduct check-in calls with Care Service Providers and Healthcare Professionals as per agreed Key Performance Indicators (KPI’s) set out by the Call Centre Manager.
- Manage compliance forms for all external vendor sites, ensuring staff are proposed to any vacancies in a timely manner.
- Identify and pursue any opportunities to increase overall sales potential within the set geographical area.
- Upkeep of reporting information.
- Work with other Account Managers to provide any necessary support and to maximise opportunities for cover across the UK.
- Communicate any changes within their region to the Call Centre Manager on a weekly basis.
- Co-ordinate block booking of flexible workforces where necessary.
- Liaise with current clients weekly, ensuring all flexible staffing requirements are met.
- Take action to address any risk to minimum staffing levels in accordance with agreed protocols.
- Whilst the Account Manager is expected to exercise some initiative, if a situation cannot be resolved, it should be escalated to the appropriate Manager in a timely manner to identify an alternative resolution.
- Collaborate with internal teams such as Business Development, Recruitment and Marketing to ensure that they are providing a high level of customer service at all times.
- Support with overflow enquiries from other Departments where necessary.
- Administrative duties.
- Any other duties as directed by your Line Manager
**Salary**: From £10.90 per hour
**Benefits**:
- Company car
- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Private medical insurance
- Sick pay
Schedule:
- 8 hour shift
- Monday to Friday
Supplemental pay types:
- Bonus scheme
Ability to commute/relocate:
- Glasgow: reliably commute or plan to relocate before starting work (required)
**Experience**:
- UK Customer Service: 1 year (required)
Work Location: In person
Reference ID: AM full time
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