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Customer Service Advisor

3 months ago

Colchester, United Kingdom Detail London Ltd Full time

**Customer Service Advisor - Offline Devices**

**Location**: TBC - Working From Home / Office if Local (hybrid)
- **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 and work at home or in our County Based office alongside our Business Support team. You will play a key role in delivering on our technology contracts to help older and vulnerable people to live more independent lives.

You will be responsible for reviewing the equipment status post installation to ensure the equipment remains on and in use.

In addition, you'll be liaising with clients, friends and families as well as Local Authorities and Professionals to ensure the system continues to be in use and online. You will be supporting people to troubleshoot any issues over the phone or arrange visits if needed by agreeing dates and times with the client or their representative and then booking them visits into our Care Technology Installers Diaries, making sure you are making sensible requests and allowing sufficient travel time in between visits etc.

**What you will be doing**:
1. Responsible for ensuring our customers use their devices, identifying which devices are not being used and develop the solution required to get them used by our clients

2. Analyse data sources across portals and systems, exporting data to track utilisation patterns

3. Monitor how our devices are being used and categorise customer outcomes

4. From data source identify data trends and irregularities escalating to our tech, development and field teams as required

5. Providing technical support for customers ranging from user support through to fault resolution

6. Ensure faulty equipment is reported making arrangements for repair or replacement to minimise the risk

7. Ensure devices installed are configured to best meet the needs of our service users and their support network

8. Educate service users, professionals and relatives on how best to utilise our technology and portal

9. Work with our emergency monitoring and response call centre partners to ensure our devices are correctly connected and assigned to their centre

10. Speak to social workers and our referring partners, local authorities and NHS to discuss device suitability and; when required, recommend alternative technology that will best support their clients individual needs

11. Book technology installations and technical support visits at client homes, ensuring you collect sufficient information for a successful install/visit and request/allocate stock accordingly

12. Arrange collection of devices via courier or our Care Technology Installers ensuring all stock is accurately returned on our CRM system and portal.

13. Use the Alcove CRM system to record interactions with customers and professionals

14. Address any escalated customer issues and resolve effectively

15. Provide training and technical support to other team members

**About you**:
**Essential Skills**
- Excellent interpersonal skills - you can build rapport with people easily and are a good listener
- Knowledge of technology and a passion for it
- 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
- 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
- Excellent at Microsoft or Google Suite software **especially Excel**

**Helpful Skills**
- Experience (personal, paid or voluntary) of working with disabled adults and older people
- 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**:
Salary depending on experience, in addition to mileage if required.

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 shared across t