Service Support Officer

3 weeks ago


Trafford, United Kingdom Cera Care Full time

Job Summary:

Cera Care is seeking a highly skilled Service Support Officer to join our team. As a key member of our branch, you will be responsible for ensuring the highest level of quality and safety in our services.

Key Responsibilities:

  • Manage electronic call monitoring and related compliance, supervision, investigations, and continuous improvement with staff.
  • Respond to alerts on the system related to non-adherence with scheduled visit start/finish times or planned visit duration.
  • Reconcile visit information daily in line with contractual/regulatory requirements.
  • Investigate visit attendance and duration issues, escalating top offending carers and poor behavior root causes to the Care Coordinator.
  • Triage all inbound alerts, complaints, and questions across Cera branch systems, email, phone, and walk-ins.
  • Review incoming alerts and queries, resolve where possible or escalate to other team members based on company standard operating procedures.
  • Ensure carer payroll queries and alerts are reconciled daily.
  • Carry out initial investigations relating to the quality and safety of the service where appropriate and use findings to suggest improvements.
  • Support Care Quality Lead in logging of incident information in company's internal systems (Jarvis).
  • Ensure branch and carer staff operate in accordance with company's standard operating procedures and regulatory requirements.
  • Create and lead on improvement plans to ensure high compliance and a culture of learning and improvement is in place.
  • Signpost carer and branch staff to standard operating procedures, policies, and best practices.
  • Work alongside the Registered Manager to achieve outstanding quality ratings during internal and external quality reviews.
  • Assist with accurate data capture and branch reporting.
  • Maintain full and accurate records and reporting systems in accordance with legal requirements to ensure the effective running of branch.
  • Support Registered Manager with daily, weekly, and monthly reporting requirements as required.

About Cera Care:

Cera's vision is to empower people to live their best lives, in their own home, through the use of technology, professional care, and support. Joining Cera, you are contributing to making this vision a reality.

Benefits:

  • Great career development opportunities with a fast-growing company.
  • Hardworking team looking to utilize technology to improve home care in the UK.
  • Competitive salary.

You'll have access to:

  • Training and development for your role and future career with Cera.
  • We Care discount platform and Employee Assistance Programme.
  • Care Friends referral scheme.


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