Telecare Support Officer X2

6 months ago

London, United Kingdom Cleantech People Full time

**What's involved with this role:
**Job Ref: Hillingdon RQ1175384**

**Enhanced DBS disclosure required**

Telecare Support Officers to support the digital upgrade Programme. This role requires direct contact with service users, their next of kin, carers, other professional and agencies. The service uses Telecare (pendants and other technology) to enable the elderly and vulnerable residents to live independently and at home for longer, preventing the need for more intensive care and support services as well as reducing hospital admissions, for example, due to falls. 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.

Key Responsibilities:
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 actionPrioritise 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.

**To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.**

**If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additiona**l **information for clarity.**

Other “Essential Requirements” - Please check to ensure that your CV addresses the following items:
Unless the DBS requirement stated above is for a Basic Disclosure, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.

Qualifications:
Good level of general education to GCSE or similar
- Clean driving licence (desirable)

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

**Experience**:

- Experience in Telecare installation, assessment or call handling
- Experience (personal, paid or voluntary) of working with disabled adults and older people Experience of call handling platform, ideally Answerlink platform (Jontek)
- Experience of keeping detailed records and notes including databases

Skills & Abilities:
Good organisational skills, be able to prioritise work and work under pressure
- Excellent interpersonal skills Good communication, listening skills on the telephoneEffective organisation and time management skillsAbility to prioritise and categorise based on information provided and using sound judgementAbility to complete and use spreadsheets (Excel) and other IT based reports
- Ability to prioritise your work and use own initiative

ALD

**Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

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