Customer Care Administrator

JOB TITLE:Customer Care Administrator

**REPORTS TO**:Operations Manager

**JOB PURPOSE**:To provide exceptional customer service and administration support in the delivery of care in a confidential and professional manner.

**KEY RESPONSIBILITIES**
- Deal with a large volume of incoming and outgoing calls in a timely manner.
- Deal with Client and Commissioner queries correctly and appropriately and within correct timeframe.
- Recording of all communication on Management Information System (MIS) Onetouch.
- Maintain client/care assistant information in accordance with GDPR, Data Protection Act, and regulatory bodies
- Rotation of 6.00am - 3.00pm, 8.30am - 5.30pm office shifts
- Promote effective communication and ensure all information of confidential nature is not divulged to third parties and is in line with Connected Health confidentially policy
- Ensure follow ups are completed within the correct timeframe.
- Ensure Care Assistant and Community Manager feel supported from their office administrator and effective communication is followed at all times.

**PERSONAL DEVELOPMENT**
- Maintain professional knowledge and competence on both company policies and regulatory standards and attend training courses and updates as deemed necessary in line with these standards.

**OTHER DUTIES**
- Assist with cover of calls under direction of Community Manager.
- Maintain effective communication with other departments in relation to care assistants and clients.
- Perform any other duties as and when directed by the Operations Manager.

**SPECIAL CONDITIONS**
- To be available at varying times, which may include early morning and late evening work.The post holder may be required to work additional hours and bank holidays when required.
- To carry out other duties and responsibilities commensurate with the post and the needs of the organisation to develop and maintain service delivery.
- Ensure all information of confidential nature is not divulged to third parties.

You should note that under the Health and Safety at Work legislation you are required to take all reasonable steps while at your work to ensure your own health and safety and of those who may be affected by your acts and omissions at work. You are also required to co-operate fully regarding the implementation of health and safety arrangements and you should not interfere with or misuse anything provided in the interests of Health and safety at work.

This job description indicates only the main duties and responsibilities of the post.It is not intended as an exhaustive list.Homecare reserves the right to amend this job description from time to time, according to business needs.Any changes will be confirmed in writing.

**Person Specification**

**Essential**

**Experience/ Education/ Training/ Qualifications**
- GCSE English Language and Maths Grade C or above (or equivalent) or one year’s experience in a contact centre environment

**Skills & Competencies**
- Able to communicate effectively at all levels
- Team player
- Excellent administrative and computer skills
- Excellent literacy and numeracy skills
- Ability to maintain accurate and up to date records in accordance with company policies and procedures
- Ability to cope with competing priorities and work to deadlines
- Ability to work on own initiative and without daily supervision
- Understanding of confidentiality

**Attributes**
- Flexible approach to work as per the needs of the service
- Flexible, reliable and responsive to change
- Demonstrate motivation, reliability and commitment to team working and the development of others

**Desirable**
- Educated to A Level standard/ NVQ Level 3 in Administration or equivalent