Cera Care Support Specialist

1 week ago


Sale, Trafford, United Kingdom Cera Care Full time

Role Overview

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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

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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

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  • 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.">
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About You

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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.

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What We Offer

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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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