Cera Care Support Specialist
1 week ago
Role Overview
">Cera Care is seeking a highly skilled and dedicated Service Support Officer to join our team. As a key member of our operations team, you will play a vital role in ensuring the highest level of quality service delivery to our customers.
About the Role
">This dynamic position involves managing electronic call monitoring and related compliance, supervision, investigations, and continuous improvement with staff to guarantee a safe service that meets the highest standards of quality.
Key Responsibilities
">- ">
- Manage visit punctuality and durations in line with contractual and designated care package obligations.">
- 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 accordance with contractual/regulatory requirements.">
- Investigate visit attendance and duration issues, escalating top offending carers and poor behaviour 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 incident information in 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 effective branch operation.">
About You
">We are looking for an individual with excellent communication skills, attention to detail, and ability to work in a fast-paced environment. The ideal candidate will have experience in customer-facing roles, preferably in healthcare or social care sectors.
">What We Offer
">We offer a competitive salary of £22,395, comprehensive training and development opportunities, and a chance to work with a dynamic and growing company like Cera Care. If you are a motivated and results-driven individual who is passionate about delivering exceptional customer service, please apply for this exciting opportunity.
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