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Customer Service Advisor

4 months ago

Lowestoft, United Kingdom Detail London Ltd Full time

**Role Title**: Care Technology Advisor

**Location**: Suffolk - You will work from home but will travel in and around the local Suffolk area to install our care technology in customers homes or care homes.
- **Alcove - Help us keep elderly and vulnerable people safer and better connected by using digital technology**_

We specialise in delivering connected care technology for local authorities, the NHS, housing associations and sheltered accommodation providers across the country. We are the market leader in data led, digital connected care technology in the UK and are scaling rapidly in the country.

We are looking to recruit highly motivated individuals to join us as our Care Technology Advisers and play a key role in delivering on our technology contract in the Suffolk area and help older and vulnerable people to live more independent lives. You will be responsible for installing our technology in our clients’ homes, working closely with family members, social workers, local authorities and the Alcove team to ensure a fully customised tech solution that provides the best for their health and well-being.

What you will be doing:
1) Speak to social workers and our referring partners, Local Authorities and NHS to conduct a customised needs outcomes-based telephone assessment to recommend how our technology can help their clients. This will be conducted with professional support.

2) Deliver, collect, install and demonstrate, repair and maintain care technology in people's own homes across the county.

3) You will travel by driving your own vehicle.

4) You will support people of all ages to maintain their health and wellbeing, including those people who are leaving hospital or to prevent the need for them to use other health and social care support.

5) You will also be supporting unpaid carers to carry on caring for friends and family.

6) Day-to-day management of stock and maintenance of stock

7) Set up / repair / collection of care technology in people's own homes. This could also include supporting them to use their own mobile and smart home technology, apps, etc as needed. You will be supported by our team of tech advisers

8) Move and track equipment in and stock movements through our computerised bar code scanner system.

9) Respond to customer alert activations, visiting clients at home, installing standard telecare equipment.

10) Carry out risk assessments; provide advice and assistance to ensure the client’s safety and wellbeing referring them, if necessary, to appropriate services for assistance.

11) Respond to emergency requests and safeguard client’s, alerting other services or contacts.

12) Maintain and document accurately all, installations, emergencies, handovers and in accordance with agreed procedures.

13) Manage enquiries, ensuring faulty equipment is reported making arrangements for or repair to minimise the risk.

14) Maintaining links with internal and external agencies to facilitate access to their help at times of emergency

15) Train and instruct new members of staff in a ‘hands on’ and continuing learning process.

**Essential Skills**
- Excellent interpersonal skills - you can build rapport with people easily and are a good listener
- You are a strong team player, are flexible approach and have good communication skills
- Good level of general education to GCSE or similar (as a guide 4 GSCE’s A*-C)
- Able to work in a fast-paced environment
- You can drive and have access to your own vehicle
- Ability to prioritise and categorise based on information provided and using sound judgement
- Effective written skills
- Effective organisation and time management skills. Organised and diligent. Self-starter.

**Desirable Education**:

- Level 2 Introduction to Technology Enabled Care or equivalent
- Relevant additional qualifications e.g. administrative qualifications
- Health and Social Care qualifications
- Relevant additional qualifications e.g. Level 2/3 in Health and Social Care
- Telecare CPD Essential Experience

**Helpful**
- Experience (personal, paid or voluntary) of working with disabled adults and older people
- Knowledge of technology and a passion for it
- Knowledge and experience of working with Healthcare Professionals
- Experience of working with a range of partner organisations
- Experience within a community setting
- Experience of working in a challenging and emotional environment, dealing with clients/families that may be recently bereaved, be at end of life, have learning disabilities or needing equipment to help rehabilitate

Details:
You should have a valid driver's license and access to your own vehicle.

37.5 hours per week split between installs and inbound and outbound calls from home (full training provided).

Rota based weekend working - 1 weekend in every 8-10 week roughly but this can be swapped and other staff cover if needed - this is paid for on top of salary.

Rota based late shift either once a week or once a fortnight 11am - 7pm shar