Customer Support Specialist

**Are you passionate about providing a high-quality rewards service for care professionals and care providers?**

Hertfordshire Care Providers Association (HCPA) is a unique company set up to support adult care providers within Hertfordshire to raise quality standards of care. We are a non-profit member’s association for adult care providers. We support over 500 careorganisations to improve the quality of care they provide across a variety of projects such as staff training and providing information and guidance. We also provide additional services and projects such as stop falls resources, community education, a rewardsplatform for employees, and a fully funded recruitment service Herts Good Care Recruitment.

The Care Professional Standards Academy provides a platform for care employers to track their staff training and development and reward their staff for developing their skills. This incentive supports with their recruitment and retention efforts. An excitingopportunity has arisen for a Customer Support Specialist within the Academy team, assisting care providers and care professionals using the platform. The role consists primarily of administrative duties, direct promotion of the Academy, with some work towardsdeveloping the rewards offer and how we market the Academy. You will work closely with the Operational Team Leader to continue providing a robust platform and be instrumental in the growth of the Academy.

**Why work for HCPA?**
- Monday to Friday, 20 hours per week (work times to be discussed), based out of our Welwyn Garden City office with some home working
- An annual salary of £21,420 pro rata (for 20 hours per week, £11,424)
- This is a 12-month renewable contract starting as soon as possible
- Care Professional Standards Academy Rewards and Discounts
- Pension / Sickness Scheme
- Employee Assistance Programme
- 36 days holiday (Including 8 Bank Holidays)
- Annual Care Awards
- Team building days and team events
- Ongoing training and development
- Free parking
- Friendly and supportive team

**What does the role of Customer Support Specialist involve?**

Based in Welwyn Garden City, working within a team of 3, you will facilitate the smooth running of the 'Care Professional Standards Academy’ which is fully funded in Hertfordshire for all Adult Social Care providers and growing to other counties in the UK.

Your day-to-day duties will include:
- Contacting care providers to promote the Academy and support during the sign-up process
- Validating certificates added to the Academy
- Supporting the Service Lead with the back-end processes
- Support the Attraction and Recognition Manager with developing the rewards offer.
- Be a key contact dealing with queries from care providers and care professionals.
- Obtaining and monitoring service feedback and case studies from both care providers and care professionals.
- Ensuring database is kept up to date and communications are logged to maintain excellent customer service.
- Provide cover for Team Leader during annual leave.
- Any general tasks as requested which contribute to the smooth running of HCPA and the Care Professional Standards Academy.
**Am I the right person for this Customer Support Specialist position?**

At HCPA, we are looking for individuals to work for us who are passionate about our company goals and values. We are looking for an enthusiastic person with excellent IT skills, who is also organised, has meticulous attention to detail and can demonstratestrong organisational and time-management skills. You can hear a smile down the telephone line, so we are looking for someone who has a confident and approachable manner.
- We are also looking for you to:_
- You may have experience in adult social care, project or business administration, sales, or customer service.
- Be proactive and work on own initiative
- Be professional and have a confident telephone manner
- Demonstrate the ability to provide excellent customer service
- Be able to communicate with people of all levels - care providers, people working in care, training managers and more.
- Be able to work to deadlines and meet KPIs
- Be able to work as part of a team
- We will be looking to fill this vacancy as soon as possible. _
- Please note that this role is associated with delivering of training projects directly to care staff, and therefore we may be required to ensure that the individuals recruited for these roles have completed the two vaccines against COVID-19 if successful,unless legally exempt. Please note that we may ask of evidence for this at the interview or when employment commences._